Lead Technical Support Analyst

Lead Technical Support Analyst

Position Summary: Provides daily support to, and maintains facility technology equipment, responding to user requests in order to identify, troubleshoot, diagnose, and resolve user issues with equipment, software, and various systems.

Reports to: IT Operations Manager

Essential Functions/Duties:

• Supervises the day-to-day operations of the help desk team.
• Trains team on effective methods of research and troubleshooting.
• Monitor, track, and report problem and meet operational SLAs.
• Monitors request queue and ensures that tickets are complete and appropriately documented.
• Reports on and provides IT Operations Manager key metrics.
• Acts as escalation point for critical issues.
• Assist staff with the installation, configuration and ongoing usability of desktop, laptops and mobile computers, peripheral equipment, and software to include specification, installation, research, testing of computer systems, and peripherals within established standards and guidelines.
• Diagnose and resolve recurring and unique problems associated with application software, operating systems, and other IT assets.
• Maintain inventory (asset management) for all IT hardware, software and licenses to ensure proper Life Cycle Management.
• Create, maintain, and implement operational procedures with an ongoing goal of process improvement.
• Maintain corporate data backup policy including tape rotation and images.
• Ability to run reports, analyze help desk trends, and identifies an appropriate action plan.
• Ensure timely completion of desktop support tasks.
• Work with vendor support contacts to resolve technical problems.
• IT equipment, software, and license ordering.
• Utilizes external resources as needed to research user issues to ensure the optimal solution is provided.
• Promote the development and use of knowledge base articles and canned responses.
• Contributes to team effort by accomplishing related results as needed.
• Participate in on-call rotation to provide continual 24/7 support for users
• Additional tasks as assigned.

Required Qualifications, Knowledge, Skills, and Abilities:  

• AAS Information Systems or related discipline.
• Minimum five (5) years’ experience in a similar role
• Broad knowledge of multiple operating systems.
• Technical knowledge of networking, PCs, servers, and platform operating systems.
• Technical knowledge of current systems software, protocols, and standards (Windows OS, Microsoft office, O365, Altiris, Active Directory).
• Experience installing, configuring, and maintaining all manners of server hardware, storage, and associated network equipment.
• Experience with server performance tuning and monitoring tools.
• Hands-on software and hardware troubleshooting experience.