Senior IT Support Lead
2 weeks ago
TCI Technology Consulting Inc is seeking a Senior IT Support Lead to enhance our technical support operations.
POSITION OVERVIEW
The Senior IT Support Lead will possess a robust technical foundation in supporting Microsoft applications, alongside exceptional analytical abilities and a knack for guiding and developing junior IT support staff.
This role involves overseeing the training and development of new support personnel, as well as formulating and executing innovative processes and protocols to boost helpdesk efficiency. Responsibilities include the administration, installation, configuration, troubleshooting, and maintenance of computers, servers, networked workstations, and associated software and hardware utilized in both administrative and educational settings. The role also encompasses providing technical assistance related to computer systems, data communications, and connectivity.
KEY RESPONSIBILITIES
- Document, monitor, configure, and manage the IT Help Desk operations.
- Lead, train, and inspire IT Support Technicians.
- Ensure prompt and effective resolution of all customer inquiries.
- Design and implement new strategies and procedures to enhance helpdesk operations.
- Identify and adopt new technologies to optimize helpdesk performance.
- Analyze helpdesk metrics to recommend improvements in customer service.
- Provide management with regular performance reports on helpdesk activities.
- Create training materials and guidelines for end users.
- Diagnose and resolve computer system issues, including debugging, repairing, servicing, and troubleshooting hardware and peripherals.
- Maintain an organized inventory of technology resources, tracking their location and any maintenance or setup concerns.
QUALIFICATIONS
- A minimum of 5 years of experience in IT support, with at least 2 years in a leadership capacity.
- Strong technical expertise, including:
- Comprehensive knowledge of Active Directory, Microsoft Office Suites, and O365.
- Experience providing Tier 1 and 2 support for desktops, mobile devices, printers, and scanners.
- Proficiency in troubleshooting and supporting printers, scanners, and network connectivity.
- Capability to effectively support multiple locations.
- Experience managing projects related to the procurement and setup of new technology resources.
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