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Lead IT Support Specialist

2 months ago

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

Position Title: Lead IT Support Specialist

Compensation: $28-35 per hour, based on experience

Available Positions: 1

Position Objective: We are in search of a highly proficient and driven Lead IT Support Specialist to enhance our IT department. The successful candidate will deliver superior technical assistance for healthcare facilities across multiple locations, ensuring prompt resolution of IT challenges and reliable support for users. This role necessitates a solid understanding of Active Directory, Windows 10/11, networking principles, imaging techniques, disk encryption, and Microsoft 365 support. The ideal individual will exhibit exceptional troubleshooting capabilities, adept time management, and project oversight skills, alongside strong communication and organizational abilities.

This job description delineates the primary responsibilities and qualifications for a Lead IT Support Specialist role aimed at delivering advanced IT assistance within multisite healthcare environments. The preferred candidate will possess robust technical expertise, outstanding problem-solving skills, and experience in a fast-paced, dynamic setting.

Key Responsibilities:

  • Active Directory Management:
    • Oversee user accounts, groups, and permissions within Active Directory.
    • Identify and resolve authentication and access challenges.
  • Windows 10/11 Assistance:
    • Provide expert support for Windows 10/11, including installation, configuration, and troubleshooting.
    • Assist with updates, patches, and system enhancements to ensure optimal user performance.
  • Networking Support:
    • Diagnose and rectify issues related to LAN/WAN technologies, encompassing connectivity, performance, and security.
    • Support network devices such as routers, switches, and firewalls across various locations.
  • Imaging Management:
    • Administer and deploy imaging solutions for workstations and laptops, ensuring consistency and reliability across the network.
    • Maintain and update images as necessary, incorporating new software and security updates.
  • Disk Encryption Management:
    • Implement and oversee disk encryption solutions to safeguard data on endpoints.
    • Troubleshoot encryption-related issues and ensure adherence to security protocols.
  • Microsoft 365 Support:
    • Provide assistance for Microsoft 365 applications, including email, OneDrive, Teams, and other collaboration tools.
    • Resolve issues related to M365 services and user access.
  • End-User Support:
    • Deliver high-quality desktop support, encompassing hardware, software, and peripheral troubleshooting.
    • Assist users with technical challenges via phone, remote support tools, or onsite as necessary.
  • File System Management:
    • Support and manage Distributed File System (DFS) environments, ensuring file availability and redundancy.
    • Troubleshoot DFS issues related to file replication and access.
  • Employee Onboarding and Transfers:
    • Conduct IT setup for employee relocations, transfers, and new hire deployments in accordance with departmental policies.
    • Ensure all necessary hardware, software, and access permissions are configured accurately.
  • Project Coordination:
    • Assist in IT projects, including system upgrades, migrations, and deployments.
    • Effectively manage time and resources to balance multiple tasks and projects concurrently.
  • Troubleshooting and Documentation:
    • Thoroughly investigate user issues and provide detailed documentation for troubleshooting purposes, including exact steps that produce the error, scope of error, time of day, software and driver versions, configurations, and other processes running on the system.
  • Communication Skills:
    • Convey complex technical concepts effectively both orally and in writing.
    • Collaborate closely with team members and other departments to resolve issues and ensure a seamless IT support experience for users.
    • Maintain strong organizational, analytical, and interpersonal skills, executing tasks with urgency and minimal supervision.
  • Virtualization Support (Preferred):
    • Provide assistance for virtualized environments, including basic management and troubleshooting of VMware or Hyper-V platforms.

Qualifications and Experience:

  • Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • Minimum of 3-5 years of experience in an IT support role, preferably in a multisite or healthcare environment.
  • Strong understanding of Active Directory, Windows 10/11, networking fundamentals, and Microsoft 365.
  • Experience with imaging solutions and deployment in a multisite environment.
  • Proficiency with disk encryption solutions, particularly BitLocker.
  • Excellent troubleshooting skills with a methodical approach to problem-solving.
  • Strong time management and organizational skills.
  • Familiarity with DFS, VMware, and Hyper-V is a plus.
  • Reliable transportation is required for onsite support at multiple healthcare facilities.
  • Healthcare IT experience is a significant advantage.

Skills and Competencies:

  • Strong customer service orientation with excellent communication skills.
  • Ability to work independently and in a team, managing multiple priorities in a fast-paced environment.
  • Attention to detail and a commitment to quality.
  • Ability to handle stress and remain calm under pressure, especially in a healthcare setting.

Preferred Certifications:

  • CompTIA A+, Network+, or Security+.
  • Microsoft Certified: Windows Client, or similar.
  • Cisco Certified Network Associate (CCNA) or equivalent networking certification.
  • VMware Certified Professional (VCP) or Microsoft Hyper-V certification.

Families Together of Orange County (FTOC) is proud to be an equal opportunity employer. FTOC does not discriminate based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.