What are the responsibilities and job description for the IT Lead Support Tech position at Bournewood Health Systems?
Description
POSITION SUMMARY:
This lead role provides Tier 2, IT support to the end-user community remotely and in person. The role is responsible for leading a team in “next level” support while working closely with the Support Manager and a contracted help desk team. This role includes support for: operating systems, software, infrastructure, cloud services, MDM and EHR system. Daily efforts will include managing & delegating installation, configuration, deployment, and issue resolution for all items mentioned above, plus project planning and project execution. Travel is required.
ESSENTIAL JOB FUNCTIONS:
POSITION SUMMARY:
This lead role provides Tier 2, IT support to the end-user community remotely and in person. The role is responsible for leading a team in “next level” support while working closely with the Support Manager and a contracted help desk team. This role includes support for: operating systems, software, infrastructure, cloud services, MDM and EHR system. Daily efforts will include managing & delegating installation, configuration, deployment, and issue resolution for all items mentioned above, plus project planning and project execution. Travel is required.
ESSENTIAL JOB FUNCTIONS:
- Work to manage, delegate, and resolve escalated Tier 2 support tickets with minimal guidance
- Coordinate with IT Support Services to ensure incident tickets are completed correctly, and in a timely manner
- Display and maintain a high level of team customer service satisfaction
- Proactively collaborate with 3rd party Support Desk Service to resolve outstanding, and ongoing, issues
- Oversee the installation, configuration, and deployment of standard technology hardware & software
- Coordinate equipment acquisition from vendors
- Assist in MDM and cloud service administration.
- Coordinate with IT Support Services to oversee shipping equipment to remote employees and campuses
- Maintain and manage an asset inventory system
- Control and maintain an inventory of spare parts and computer peripherals, ordering when needed
- Document relevant hardware and software instructions as it relates to troubleshooting, hardware setups, and the end user experience
- Assist with project planning and installation/configuration of new technology systems
- Teach others 1-on-1 in a live environment, remotely, or in a group setting. This includes EHR support and training
- Contribute to maintaining a knowledge base of support issues, adding/editing information when needed
- Contribute to the creation of in-house documentation for existing and new staff alike
- Assist in IT Infrastructure projects, when needed
- Assist in IT Security projects and maintenance scans, when needed
- Assist in Application Development projects, when needed
- Assist IT Support Service Manager in administrative tasks, when needed
- 5 years of experience working in IT Support, specifically an end user-facing, help desk environment
- High school diploma or equivalent required, Bachelor's degree preferred
- Experience as a team leader preferred
- Experience managing Microsoft cloud services
- Experience in MDM administration
- Experience teaching others 1-on-1 or in a group setting
- Advanced hardware and software comprehension, including Microsoft apps, RMM tools, Databases, and other local (or web-based) applications.
- Strong ability to work independently & work collaboratively with contractors, peers, and management.