IT Systems Support Sr. Lead

IT Systems Support Sr. Lead

The IT Systems Support Sr. Lead will provide end user support for local and remote users; install, support, and maintain local and remote networks and computers; deploy new infrastructure equipment including local area networks, wireless networks, servers and related office infrastructure.

On call, and evening or weekend hours will be required as needed for support and maintenance issues. Domestic travel could be required as well.

• Primarily provide Service Desk operations, system security and documentation, and general IT systems administration
• Manage and maintain Microsoft 365 users, licenses, and applications such as Exchange, SharePoint, Teams, Microsoft 365 Groups
• Support all aspects of IT systems management to include planning, design, acquisition, installation and set-up, testing, accreditation, fielding, support, and disposition of IT equipment, components, and software
• Monitoring and investigation support for potential cybersecurity incidents
• Plan, schedule, coordinate, install, update, and accomplish day-to-day administration for software and hardware on multiple networks
• Provide Tier 2/3 help desk support for all IT networks and communications systems for on-site and off-site personnel
• Troubleshoot and support software applications and business processes, troubleshoot and repair new or existing hardware
• Analyzes and tests new hardware / software configurations
• Prepare technical documentation including standard procedures, reports, research and cost analysis
• Provide technical support for local and remote laptop users including rebuild, reimage, remote support, and VPN support
• Assist with management of physical and virtual infrastructure support to include servers, networks, and applications
• Assist the technical lead with projects from implementation through testing and production
• Update applications, websites, and content management systems

Experience

• 3 years of experience with computer systems support, Office365 Administration and license management, SharePoint Administration and support, and basic network administration.
• Experience in local and remote helpdesk support
• Thorough working knowledge of Microsoft Office 365 and Windows Operating Systems
• Experience with Macintosh operating systems and Office365 setup or migrations
• Experience with Windows 7, Windows 10, Server 2012, 2016, 2019, iOS, and Android Platforms
• Experience installing software, patches and updates on desktops, Laptops and Servers
• Hands-on experience with imaging and deployment and/or support of client systems
• Experience with Active Directory and Windows Servers

Core Values

Own Your Stuff

• Willingness to accept responsibility for one's actions.
• Owning the outcome of one's assigned tasks and projects, ensuring on time and satisfactory client delivery.
• Ensuring deadlines are met.
• Proactive communication
• Ability to adeptly adapt to changes (e.g., new regulations, new client requirements)
• Recognition that there are usually multiple ways to achieve a task.
• Willingness to step outside your comfort zone
• Mutual accountability equates to achieving the balance you want in life.

Team First

• Working with the team to achieve common goals.
• Willingness to pick up tasks that need to be completed even if not assigned to you.
• Collaborating with internal (OPS) and external (clients and/or vendors) as needed to achieve goal(s)
• Proactively sharing information and lessons learned
• Providing support to your teammates
• Open to the ideas of others and the validity of those ideas

Trusted Advisor

• Providing informed advice to clients on a regular basis
• Recommending (and implementing as appropriate) process improvements
• Recognizing opportunities to expand the scope of services provided.
• Finding a way to say "yes" or finding a path to the desired outcome of the client.
• Understanding client expectations; addressing with the client if expectations are unrealistic or meeting or exceeding (no cost impact) realistic client expectations.
• Actively Seeks Knowledge
• Continually working to build a solid foundation of functional knowledge.
• Commitment to a constant state of learning
• Sharing expertise with teammates
• Adaptable to constantly changing technology and client requirements.

Good Egg

• Integrity
• Trustworthiness
• Treats people with kindness

OPSPro is an EEO employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, marital status, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristics. OPSPro participates in the E-Verify Employment Verification Program.

While performing the duties of this Job, the employee is regularly required to sit, talk, type, or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. OPSPro makes hiring decisions based solely on qualifications, merit, and business needs.