Summary :
The Lead IT Support Engineer delivers effective support to users, partners, and key stakeholders in a timely, professional, and customer-oriented demeanor. The Lead IT support Engineer will serve as the primary point for incoming support inquiries and ensure the reliability and operation of various end-user computing systems. This person will actively use our ticketing system to effectively manage support issues and communicate / document issues for escalation to support groups. They will also provide leadership and technical guidance to the entire
support team.
Essential duties / responsibilities :
- Provide technical assistance and day-to-day support for local and remote incoming inquiries
related but not limited to computer systems, software, hardware, printers, and phones.
Walk through the problem-solving process with staff both local and remote and respond viaemail, ticketing system, and phone after leveraging diagnostic programs and other utilities to
find resolutions to problems.
Help the team document processes and procedures, including troubleshooting steps, andwrite end-user instructional manuals, guides, and knowledge base articles to post and
maintain on our service desk portal.
Participate and conduct technology workshops for our end users.Ensure timely processing of on / off boarding staff (i.e., new hire / termination process).Utilize existing Curriculum Associates policies and procedures and apply in supportsituations as required.
Assist with system patching and coordinate with the IT Infrastructure team on larger scaleupgrades, deployments, and security initiatives.
Provide technology assistance, coaching and guidance to the team.Required Job Skills and Abilities :
Experience in IT Support Services, PC, Mac troubleshooting and problem resolution.Windows, MacOS and iOS experience is preferred.Have strong organizational skills, problem-solving skills, and are detail orientated.Have strong experience using and supporting multiple collaboration products.Have strong customer service skills with high concern for customer satisfaction.Good written and verbal communications skills.Knowledge of Helpdesk Applications.Experience providing tiered support with in-depth knowledge of desktop / applicationtroubleshooting.
MS Office 365 Productivity Suite, both past and current, with aptitude to pick up newapplication support quickly.
Basic understanding of networking concepts, including DNS, DHCP, and TCPIP and how itrelates to the desktop environment.
Experience with desktop maintenance tools.Experience with Active Directory user and group administration.The ability to apply a clear and consistent troubleshooting methodology to support relatedissues.
Experience with system provisioning suites.Enjoy working in a collaborative environment where priorities shift to meet the needs of theorganization.
Required Education and Experience :
10+ years’ experience in a relevant role preferred.Relevant certifications are advantageous.