Lead IT Support Technician

2 weeks ago

Washington, United States Eliassen Group Full time

Position Overview: Our organization is in search of a Lead IT Support Technician. This role requires a strong presence in a collaborative environment.

Applicants must be prepared to work on a w2 basis. We provide an attractive benefits package for our w2 consultants, which includes comprehensive Medical, Dental, and Vision coverage, a 401k plan with company matching, and life insurance.

Key Responsibilities:

  • Deliver advanced deskside support with a minimum of 7 years of experience, focusing on resolving intricate end-user challenges related to hardware and software within a varied MS Windows ecosystem.
  • Offer Tier 2 and Tier 3 deskside assistance, encompassing imaging, deployment, and asset management.
  • Demonstrate proficiency in Windows 10 while maintaining strong interpersonal skills.
  • Exhibit the ability to work autonomously as well as collaboratively within a team.
  • Diagnose and resolve issues with Apple (MAC) computers and iOS devices.
  • Conduct repairs on Apple hardware and software.
  • Familiarity with the MAC OS Imaging process using JAMF is advantageous but not mandatory.
  • May take on responsibilities in leading small-scale projects and team initiatives.
  • Possess skills in hardware and software diagnostics, mobile device deployment, recovery, and troubleshooting.
  • Execute IMAC procedures and lifecycle refresh tasks.
  • Experience with Remedy and Service Now is a plus.
  • Document problem resolution progress and ensure compliance with SLAs using the ITSM system.
  • Support Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, and Zoom.
  • Escalate complex issues to senior deskside engineers.
  • Maintain a broad knowledge base in various IT disciplines, including computing, networking, integration, and domain administration.
  • A degree is required; a High School Diploma may be substituted with 6 additional years of relevant experience.
  • HDI Technical Support Professional certification is required within six months of employment.
  • Act as an escalation point for junior and mid-level deskside engineers.
  • Independently troubleshoot complex issues that junior and mid-level engineers could not resolve.
  • Update the status of service requests within the IT service management system.
  • Certifications such as A+, Net+, and Secure+ are desirable but not essential. Reliability and independent transportation are necessary.

Compensation: Skills, experience, and other compensable factors will be evaluated when determining the pay rate. The provided pay range reflects a W2 hourly rate; alternative employment options may be available that could result in compensation outside of this range.

Benefits: W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for a range of benefits, including medical (with a choice of three plans), dental, vision, pre-tax accounts, and other voluntary benefits such as life and disability insurance, along with a 401(k) plan with matching contributions.

Important Notice: If contacted regarding an open position with Eliassen Group, please verify the legitimacy of the communication and refrain from sharing personal or financial information with anyone not clearly associated with Eliassen Group. Report any suspicious activity immediately.

Job ID: 386087

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