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It Support Lead Jobs

Company

The Computer Merchant, LTD (TCM)
Address Natick, MA, United States
Employment type FULL_TIME
Salary
Category Staffing and Recruiting
Expires 2023-08-26
Posted at 9 months ago
Job Description


JOB TITLE: IT Support Lead
JOB LOCATION: Chelmsford, MA
WAGE RANGE*: 85K-95K
JOB NUMBER: 23-01731
Must Have Job Skills
  • Experience with Microsoft Server and Active Directory preferred.
  • Knowledge of Windows 10/11 required.
  • 4+ years of IT or MSP experience
  • Experience using and supporting Microsoft Office 2016+ and Office 365 is required.

  • Delegate tasks and responsibilities effectively, ensuring efficient and timely completion of support requests and projects.
  • Provide expert-level support and guidance, constructive feedback, and coaching to team members.
  • Serve as team lead and escalation point for complex technical issues.
  • Develop and maintain documentation.
Duties/Responsibilities
  • Rebuild workstations when required to resolve support issues.
  • Serve as an escalation point for technical calls and help desk tickets from customers in an efficient, courteous, and knowledgeable manner.
  • Assist with installation and/or upgrade of software and hardware.
  • Administer Microsoft Active Directory and Office 365 user accounts.
  • Maintain an open line of communication regarding events, outstanding issues, and client follow up.
  • Proactively determine ways to improve support/service and reduce the number of inbound calls.
  • Ensure that all calls taken have been resolved, and if not resolved, ensure escalation has been done, and the customer has been contacted.
  • Acquire and maintain a working knowledge of a wide range of applications and systems.
  • Resolve problems by gathering information, determining the customer's needs, and conducting research to find a correct solution.
  • Maintain documentation for the calls received and job function.
Experience
  • Experience using and supporting Microsoft Office 2016+ and Office 365 is required.
  • 4+ years of IT or MSP experience
  • Experience with Microsoft Server and Active Directory preferred.
  • Knowledge of Windows 10/11 required.
Qualifications
  • Strong oral and written communication skills
  • Valid driver's license
Ability To
  • Perform duties in highly interruptive conditions.
  • Lift and carry computer equipment on the average of 20 pounds.
  • Preferred: candidate will live in driving distance of our offices in Chelmsford, MA to allow for presence when needed. WFH is available.
  • Occasionally, travel to local customers for onsite support.
  • Handle 10+ calls each day.
  • Troubleshoot utilities and handle desktop deployment and basic network technology concepts (Email, servers firewalls, VPN, DNS, mobile devices).
  • On call: Is not required but may participate in on call as it is volunteer-only, and bonus driven. When the Help Desk Manager is on PTO may be called upon to serve as escalation point for on call resources during the absence.
  • Perform duties and make decisions with patience and tact under frequent time pressures.
  • Efficiently and accurately resolve technical problems.
Required: Must have a good phone presence, speak clearly, and intelligibly
Equal Opportunity Employer Veterans/Disabled
  • While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.