IT Support Analyst Lead

** THIS IS A FULLY ONSITE POSITION***

Job Title: IT Support Analyst Lead

Job Summary:

We are seeking an experienced IT Support Analyst Lead to join our team. The IT Support Analyst Lead will be responsible for providing technical support and assistance to our employees and clients ensuring that our systems and software are up and running smoothly. The ideal candidate will have a strong technical background excellent problem-solving abilities excellent communication abilities and the ability to lead projects and mentor and lead other IT Support Analyst team members.

Key Responsibilities:

Provide training and oversight of IT Support Analysts daily activities through 1 on 1 meetings to make sure all SOPs and workflows are followed.

Run quality checks of active and completed support tickets and calls.

Monitor and report on monthly utilization calls and completed tickets for the team and work with the Director of Technical Services to hold the team accountable for minimum standards.

Monitor the teams daily time-tracking to make sure it is being updated by the individual team members.

Work with the Director of Technical Services to improve the teams customer service and support.

Provide remote and on-site technical support and assistance to end-users for hardware software and network-related issues.

Answer and respond to and resolve help desk requests in a timely manner.

Analyze and troubleshoot complex technical problems and provide effective solutions.

Install configure and troubleshoot computer hardware and software printers and other peripherals.

Perform routine maintenance on computer systems such as backups and software updates.

Manage user accounts and permissions across various systems and applications.

Participate in the development and implementation of IT policies and procedures.

Document and maintain a knowledge base of common issues and solutions.

Assist with the testing and implementation of new software and hardware.

Lead small to medium-sized IT projects.

Mentor and train junior team members.

24/7 On-Call IT Support rotation.

Travel to client locations in the local area.

Perform other duties as assigned

Qualifications:

Bachelors degree in Computer Science Information Technology or related field.

3 years of experience in IT support or related role.

Strong technical skills in Windows and/or Mac operating systems Microsoft Office Active Directory and network technologies.

Excellent written and verbal communication skills.

Ability to work independently and in a team environment.

Strong problem-solving and analytical skills.

Experience leading small to medium-sized IT projects.

Experience mentoring and training junior team members.

Relevant certifications such as MCSA CCNA or ITIL are a plus.