As a Technical Support Lead, you will serve as the primary point of contact for all technical support requests related to desktop and end user computing, conference room A/V equipment, and software applications. You will demonstrate exceptional customer service and communication skills and a passion for working with a wide range of technologies while possessing strong analytical and troubleshooting skills and efficiently prioritize and resolve support requests while completing assigned project work to meet the needs of the business.
Duties and Responsibilities:
- Promptly respond to and resolve tier 1, 2, and 3 end user support requests and log activity in the ticketing system.
- Install, configure, test, maintain, and troubleshoot workstations, peripherals, and networking devices such as firewalls, routers, and switches.
- Follow detailed employee onboarding and offboarding procedures, provisioning and deprovisioning accounts and system access in a timely manner.
- Provide after-hours on-call support as required.
- Maintain hardware and software inventories and ensure Azure Active Directory, on-premises Active Directory, and Intune are kept up to date.
- Set up A/V equipment and video conferencing software and support live meetings.
- Procure IT hardware and software application licenses. Monitor and respond to security alerts taking remedial action as necessary.
- Create and maintain technical user guides and IT procedures.
- Serve as project lead or technical resource for a variety of IT projects.
- Perform other responsibilities and tasks as assigned.
Requirements
- Minimum of 4 years’ experience providing end user support in a fast-paced corporate environment.
- B.S. in Information Systems or Computer Science, or related field.
- Excellent knowledge of Windows operating systems, especially Windows 11.
- Minimum of two years’ experience working in the Microsoft 365 Admin Center, Azure Active Directory, and on premises Active Minimum of two years’ experience administering and supporting Microsoft applications such as Outlook, Teams, Excel, Word, SharePoint, and OneDrive.
- Hands-on hardware troubleshooting experience including laptops, desktops, conferencing equipment, printers, and peripherals.
- Experience with diagnostic utilities including Windows task manager, performance monitor, event viewer, and command line Experience resolving issues related to Windows networking including IP addressing, DHCP, DNS, and network interface configuration.
- Experience with computer imaging and package deployment solutions.