Role OverviewAssist the IT Service Delivery Manager with supporting customers in all aspects of managing the Technology Support team. Provide leadership, technical expertise, and guidance to members of Technology Support team for troubleshooting issues and understand when escalation is appropriate.
What You Will Do
Support user hardware and software, application installations, maintenance, upgrades, and troubleshooting technology. Lead the activities and personnel assigned to the Technology Support team with providing technical service and support by identifying, prioritizing, troubleshooting, resolving, escalating, and follow-up of reported technology issues.
Why It Might Be a Fit
Make recommendations to improve technical approach, customer service, and technical documentation and training for the team for continuous growth. Ability to work independently and collaboratively with others, use judgment and make sound decisions, and work efficiently under conditions of multiple deadlines and changing priorities.
Requirements
- Associate's degree in Computer Science/Computer Engineering or equivalent combination of education, experience, and certifications
- Eight (8) years of professional work experience
- Experience in developing test plans, client manuals, tutorials, and training course materials
- Experience with SCCM desktop imaging processes and software tools
- Experience in administration, maintenance, and support of the current versions of MS Windows and Mac OSX operating systems
- Experience with Help/Service Desk ticketing software
- Experience installing, maintaining, and troubleshooting user support issues, including software and technology assets
- Experience with Audio/Visual setup and support
- Intermediate knowledge of typical office equipment such as telephones, copiers, fax machines, email, etc.
- Advanced knowledge of Microsoft Office
- Advanced verbal and written communication skills
- Advanced interpersonal relations and conflict resolution skills
- Advanced problem solving and critical observation skills
- Ability to work independently and collaboratively with others
- Ability to use judgment and make sound decisions
- Ability to work efficiently under conditions of multiple deadlines and changing priorities
Benefits
- Criminal background check and fingerprinting required
- Paid holidays
- Paid time off (vacation, sick leave, etc.)
- Health insurance
- Retirement plan
- Learning budget
- Parental leave
- Wellness programs
- Visa/relocation assistance
- Remote flexibility
- Stipends
- Bonus/commission
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