Technology Support Lead
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Job Location:
Portsmouth, OH - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
POSITION TITLE: TECHNOLOGY SUPPORT LEAD
REPORTS TO: CUSTOMER SUPPORT SUPERVISOR
OVER-TIME STATUS: EXEMPT PAY GRADE: 219
JOB SUMMARY:
The Technology Support Lead (TSL) serves as a technical team leader overseeing the activities of other Information Technology Technicians or Technology Support Specialists (TSS) performing technology technician assignments which are recognized as the most complex. The TSL will report directly to the Customer Support Supervisor (CSS). The TSL will lead and assist in the delivery of technical assistance to end users in the organization supporting various types of hardware and software programs that fulfill business operational and instructional objectives. This includes troubleshooting hardware and software applications for all internal customers. The TSL is also responsible for assisting in the design delivery and improvement of the divisions distributed desktop support group by training Technical Support staff on support process and procedure; developing quality control benchmarks; leading project teams; providing second tier support on technical issues. The TSL role is to ensure that end users are receiving consistent appropriate and timely assistance. This includes the responsibility of managing all procedures related to the identification prioritization and resolution of end user technical assistance requests including the monitoring tracking and coordination of TSS functions and activities.
The TSL will also contribute to problem resolution by giving in-person hands-on support to end users.
ESSENTIAL DUTIES:
- Create and deploy feedback mechanisms for end users. Analyze results make recommendations for support process improvement and implement changes.
- Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
- Evaluate current technology support process and provide feedback to Customer Support Supervisor (CSS)
- Document best practice processes and procedures
- Conduct research into software application products and services in support of development and purchasing efforts.
- Provide support for the testing of new and existing software applications under development or consideration for purchase.
- Provide training and documentation on the support and installation of new and existing software applications.
- Supervise and coach a team of TSSs in support of the school divisions technology mission and vision.
- Assure quality and accountability of team activities and assignments
- Provide training and coaching on various technologies business processes and customer service techniques.
- Provide reports to senior leadership on team activities and effectiveness
- Field incoming problem tickets from end users to resolve application and software issues within servers databases and other mission-critical systems.
- Perform hands-on fixes at the desktop level including installing and upgrading software installing hardware and configuring systems and applications.
- Communicate technical problems and issues to key stakeholders including management development teams end users and unit leaders.
- Maintain and enhance the performance of all new and existing hardware and software applications across the organization.
- Post software updates drivers knowledge bases and frequently asked questions resources on the company intranet to assist in problem resolution.
- Manage and/or provide guidance to junior members of the team.
- Other duties as assigned.
JOB SPECIFICATIONS/PHYSICAL REQUIREMENTS:
Considerable knowledge of Microsoft Windows and network computing environments to include local and wide area network workstation/laptop connectivity network application software installation software backup and restore workstation operating systems (Microsoft OS) network topologies and peripheral equipment & devices; Strong interpersonal communication skills. Ability to work well and get along with a variety of customers and technical personnel even in the most stressful situations; Proven experience with troubleshooting principles methodologies and issue resolution techniques; Able to develop and interpret technical documentation for training and end user procedures; Knowledge of trends in technology relating to software applications; Experience with database applications for query and problem tracking; Good understanding of the organizations goals and objectives; Maintain knowledge of current and future technologies.
EDUCATION AND EXPERIENCE:
Associate degree in a computer-related field or technical institute and two or more years field experience maintaining a network and supporting customers OR MCTS and A certification with five or more years field experience maintaining a network and supporting customers.
APPLICATION PROCEDURE:
All applicants please submit an online application with supporting documents.
PORTSMOUTH PUBLIC SCHOOLS IS AN EQUAL OPPORTUNITY EMPLOYER
Key Skills
- Computer Science
- SQL
- Active Directory
- Customer Service
- Incident Management
- Access Points
- OS
- Asset Management
- Linux
- VPN
- User Accounts
- Desktop
- Backup
- Technical Support
- Application Support
