Onsite Technical Support Lead

Responsibilities

• Provide supervision to the local North Stonington, CT desktop support team, while serving as the onsite point person for local IT support related tasks/issues.
• Maintain awareness of day-to-day support issues, providing prioritization and troubleshooting assistance to the onsite support team.
• Maintain customer relationships and develop an understanding of site-specific business processes, business cycles and expectations to inform triage and decision making.
• Coverage coordination and participation to ensure availability and provide responsive support.
• Under the direction of the Service Delivery Support Manager, ensure adherence to support standards and processes.
• Lead by example with an emphasis on continuous improvement and service excellence.
• Assist with maintaining hardware inventory and asset management.
• Coverage with other members of the IT department as necessary to accomplish objectives.

Qualifications

• Experienced in Microsoft Windows 10/11 and M365 technologies including configuration, management, and troubleshooting.
• Broad experience with troubleshooting and supporting a range of SaaS and local business applications.
• Knowledge of computer and LAN troubleshooting tools and techniques including event log, command line tools, advanced configuration, group policy/RSoP and TCP/IP networking.
• Hands-on experience with common office systems such as mobile devices, printers, copiers, plotters, alarms, cameras, and access control systems.
• Hands-on experience with PC and laptop repair techniques for field-upgradeable items as well as Imaging new laptops when replacements are required.
• 5+ years’ experience in desk-side technical support with at least 3 years supervisory experience.
• Excellent written and verbal communications skills, with the ability to communicate technical information clearly and concisely to business users.
• Detail oriented, with a natural curiosity and drive to resolve problems.
• Dedicated to continuous improvement of IT processes and end-user experiences.

Skills

• Experience with Microsoft Windows 10/11 and M365 technologies.
• Troubleshooting and supporting a range of SaaS and local business applications.
• Computer and LAN troubleshooting tools and techniques.
• Office system troubleshooting, including mobile devices, printers, copiers, plotters, alarms, cameras, and access control systems.
• PC and laptop repair techniques, including field-upgradeable items and imaging new laptops.