JobTitle: IT Support Technical Lead

Job Location: US-MO-Joplin

Employment Type: FTE/DH

ABOUT THE POSITION

Serve as an escalation point and deliver technical assistance to team members and end users, both local and remote. Answer questions and resolve computer problems in person, via telephone, or electronically. Aids in the use of computer hardware and software including printing. Provides answers to team members and end users by identifying problems, researching answers, and guiding end users through corrective steps.

Responsibilities

• Provide Help Desk support for end-user and PC issues and requests.
• Serves as a point of escalation for team members, the department, and end users.
• Facilitate training of new team members on procedures and tools used for their role.
• Assist with vetting and interviewing potential candidates for open System Support positions.
• Leads small team projects & support large department and business projects.
• Assist in procuring hardware and software.
• Aid in the development in documentation and procedures for the System Support team.
• Complete tasks such as hardware inventory, shipping, testing, etc.
• Works independently or as a team member on new applications, processes, or projects.
• Able to work and make decisions under minimal supervision.
• Applies thorough understanding and broad application of technical principles, theories, and concepts.
• All other duties as assigned.

Additional Training Requirements

A+ and/or ITIL Certification

Qualifications

• Bachelor s Degree in Business or Information Technology Preferred.
• 5 to 9 years of general technical support experience and 1 to 3 years of leadership experience or an equivalent combination of both.
• Advanced working knowledge of Windows Active Directory, Windows OS, Mac OS and VPN.
• Experience with Microsoft 365, VOIP, networked printers, laptops, and workstations.
• Aptitude for following established procedures while working independently.
• Capable of working independently or in a group
• Experience troubleshooting and documenting Software and Hardware issues including mobile devices.
• Proficiency for communicating effectively both orally and in writing, in person and by telephone.
• Ability to deliver training to end users, whose technical skills may range from beginner to expert.
• Knack for immediate self-education in use of new systems and software applications.
• Strong customer service skills and technical phone support experience
• An understanding of the impact of technology on remotely located end users.