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Lead IT Support Specialist
2 months ago
Position Title: Lead IT Support Specialist
Location: Wilmington, MA
Work Arrangement: Onsite
Employment Type: Full-Time
Reporting To: IT Director
FLSA Status: Exempt/Salary
Management Role: No
Compensation: Competitive based on experience
Position SummaryThe Lead IT Support Specialist will be responsible for delivering exceptional technical assistance and support to our clients, ensuring the smooth operation of IT systems and services.
Key Responsibilities- Engage directly with clients through various channels to address and resolve IT-related issues.
- Diagnose and troubleshoot hardware, software, and network challenges, optimizing system performance for end-users.
- Install and configure PC hardware and software, including operating systems and necessary applications.
- Oversee the status of escalated support tickets, ensuring timely resolution.
- Provide support for local area networks and server systems, responding to alerts and managing changes effectively.
- Assist in the identification and escalation of system or network outages to minimize downtime.
- Develop and maintain standard operating procedures (SOPs) and technical documentation to enhance team knowledge and process efficiency.
- Be available for after-hours support and scheduled maintenance as needed.
- Plan for and respond to service interruptions and other technical challenges.
- Support team needs by providing coverage based on departmental requirements.
- Weekend and off-hours availability may be necessary.
- Minimum of 5 years of experience in IT support, with a focus on technical help-desk or desk-side assistance.
- Strong knowledge of PC hardware, software, and Windows operating systems, with excellent troubleshooting abilities.
- Proficient in Microsoft Office applications, Windows Server, VMware, and cloud technologies.
- Experience with Help Desk software, remote access tools, and infrastructure management systems.
- Familiarity with backup and disaster recovery technologies, network protocols, and hardware systems.
- Experience in evaluating and implementing IT systems.
- Knowledge of mobile device support, including iOS and Android platforms.
- Experience with ConnectWise PSA and automation tools.
- Familiarity with cloud computing and AWS.
- Background in manufacturing environments.
- Experience with engineering and CAD software.
- Ability to navigate ladders and stairs, and work near loud machinery.
- Capable of lifting and moving items up to 50 pounds occasionally.
- Must be able to identify and respond to hazardous situations.
- Willingness to wear personal protective equipment in industrial settings.
- Ability to sit for extended periods and move throughout various environments.
The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities.
