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Lead Technical Support Specialist

2 months ago

Tustin, California, United States Families Together of Orange County Full time
Job Overview

Position: Lead Technical Support Specialist

Department: Information Technology

Reports To: IT Manager

Families Together of Orange County is in search of a dedicated and experienced Lead Technical Support Specialist to enhance our IT department. The successful candidate will play a pivotal role in delivering high-level technical assistance across various healthcare facilities, ensuring that IT challenges are resolved efficiently and that end-users receive consistent support.

Key Responsibilities
  • Active Directory Management:
    • Oversee user accounts, groups, and permissions within Active Directory.
    • Address and resolve authentication and access-related issues.
  • Windows 10/11 Assistance:
    • Deliver expert support for Windows 10/11, including installation and troubleshooting.
    • Assist with system updates and optimizations to enhance user experience.
  • Networking Support:
    • Identify and rectify issues related to LAN/WAN technologies, ensuring connectivity and security.
    • Support network devices across multiple locations.
  • Imaging and Deployment:
    • Manage and implement imaging solutions for workstations, ensuring consistency across the network.
    • Update images as necessary, incorporating new software and security measures.
  • Data Protection:
    • Implement and oversee disk encryption solutions to safeguard data on devices.
    • Troubleshoot any encryption-related issues to maintain compliance.
  • Microsoft 365 Support:
    • Provide assistance for Microsoft 365 applications, including email and collaboration tools.
    • Resolve issues related to M365 services and user access.
  • End-User Support:
    • Deliver exceptional desktop support, addressing hardware and software issues.
    • Assist users through various support channels, including remote assistance.
  • File System Management:
    • Support and manage Distributed File System (DFS) environments to ensure file accessibility.
    • Troubleshoot DFS-related issues effectively.
  • Employee Onboarding:
    • Facilitate IT setups for new hires and employee transfers, ensuring all necessary configurations are completed.
  • Project Involvement:
    • Participate in IT projects, managing time and resources effectively.
  • Troubleshooting and Documentation:
    • Conduct thorough investigations of technical issues, documenting all relevant details for future reference.
  • Communication Skills:
    • Effectively convey complex technical information to non-technical users.
    • Collaborate with team members and other departments to ensure seamless IT support.
  • Virtualization Support (Preferred):
    • Provide basic management and troubleshooting for virtualized environments.
Qualifications
  • Degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • 3-5 years of experience in IT support, preferably in a healthcare setting.
  • Strong knowledge of Active Directory, Windows 10/11, and networking principles.
  • Experience with imaging solutions in a multisite environment.
  • Proficiency in disk encryption technologies.
  • Excellent problem-solving and organizational skills.
  • Familiarity with DFS and virtualization technologies is a plus.
  • Reliable transportation for onsite support is necessary.
Skills and Competencies
  • Exceptional customer service skills with strong communication abilities.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Attention to detail and a commitment to quality service.
  • Ability to manage stress and maintain composure in challenging situations.
Preferred Certifications
  • CompTIA A+, Network+, or Security+ certifications.
  • Microsoft Certified: Windows Client or similar qualifications.
  • Cisco Certified Network Associate (CCNA) or equivalent.
  • VMware Certified Professional (VCP) or Microsoft Hyper-V certification.

This job description outlines the essential responsibilities and qualifications for the Lead Technical Support Specialist role, emphasizing the importance of providing advanced IT support in a dynamic healthcare environment.