What are the responsibilities and job description for the IT Support Lead position at Appian Infotech?
Title: IT User Support Specialist Lead
Location: Parsippany, NJ
Job Profile Summary
- The IT User Support Specialist Lead leads the day-to-day technical support to employees for a range of hardware and software related systems.
- This job trains, delegates and reviews the work of lower-level IT User Support Specialists.
- This job also handles escalated issues that require advanced knowledge of User IT Support operational procedures and tools.
Key Responsibilities and Duties
- Monitors lower-level IT User Support Specialists (Tier 1/Tier 2/Tier3) to ensure effective and time resolution of users’ problems, queries or complaints.
- Solves escalated issues by utilizing knowledge of hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.
- Confers with end users to resolve incidents and fulfill requests through support via in-person, phone, or remote methods.
- Installs/removes/configures hardware and software.
- Ensures that plans are in place for responding to situations such as service outages.
- Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
- Coaches team members on addressing user questions and assists with the most complex issues.
Job Type: Contract
Salary: $25.00 - $35.00 per hour
Schedule:
- Day shift
- Monday to Friday
Work Location: In person
Salary : $25 - $35
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