POSITION SUMMARY:

This lead role provides Tier 2, IT support to the end-user community remotely and in person. The role is responsible for leading a team in next level support while working closely with the Support Manager and a contracted help desk team. This role includes support for: operating systems, software, infrastructure, cloud services, MDM and EHR system. Daily efforts will include managing & delegating installation, configuration, deployment, and issue resolution for all items mentioned above, plus project planning and project execution. Travel is required.

ESSENTIAL JOB FUNCTIONS:

Work to manage, delegate, and resolve escalated Tier 2 support tickets with minimal guidance

Coordinate with IT Support Services to ensure incident tickets are completed correctly, and in a timely manner

Display and maintain a high level of team customer service satisfaction

Proactively collaborate with 3rd party Support Desk Service to resolve outstanding, and ongoing, issues

Oversee the installation, configuration, and deployment of standard technology hardware & software

Coordinate equipment acquisition from vendors

Assist in MDM and cloud service administration.

Coordinate with IT Support Services to oversee shipping equipment to remote employees and campuses

Maintain and manage an asset inventory system

Control and maintain an inventory of spare parts and computer peripherals, ordering when needed

Document relevant hardware and software instructions as it relates to troubleshooting, hardware setups, and the end user experience

Assist with project planning and installation/configuration of new technology systems

Teach others 1-on-1 in a live environment, remotely, or in a group setting. This includes EHR support and training

Contribute to maintaining a knowledge base of support issues, adding/editing information when needed

Contribute to the creation of in-house documentation for existing and new staff alike

Assist in IT Infrastructure projects, when needed

Assist in IT Security projects and maintenance scans, when needed

Assist in Application Development projects, when needed

Assist IT Support Service Manager in administrative tasks, when needed

MINIMUM JOB QUALIFICATIONS:

5 years of experience working in IT Support, specifically an end user-facing, help desk environment

Experience as a team leader preferred

Experience managing Microsoft cloud services

Experience in MDM administration

Experience teaching others 1-on-1 or in a group setting

Advanced hardware and software comprehension, including Microsoft apps, RMM tools, Databases, and other local (or web-based) applications.

Strong ability to work independently & work collaboratively with contractors, peers, and management.