IT Support Lead

The IT support lead will empower our team by maximizing their proficiency and productivity within our IT Service Team. The IT support lead will drive operational excellence while providing technical guidance, managing daily operations, ensuring timely resolution of user issues, and implementing improvements to the overall IT support process within an organization, often including hands-on troubleshooting of complex technical problems while also acting as a point of escalation for the team. By achieving these goals, you will play a crucial part in our business success, ensuring high user satisfaction, minimizing errors, and solving end user problems. Join us in making a lasting impact on our service team!

WHAT SETS HELIOS APART:

Opportunity to make a big impact quickly

Competitive Pay

Amazing people to work with

WHAT WILL YOU BE DOING:

Mentoring and sometimes leading other IT support technicians.

Foster a positive team culture focused on customer service and problem-solving.

Provide technical expertise to resolve complex IT issues escalated from the support team.

Troubleshoot hardware, software, network connectivity problems, and user access issues.

Stay updated on latest technologies and industry trends to ensure effective problem resolution.

Monitor and prioritize incoming support tickets, ensuring timely response and resolution.

Escalate critical issues to relevant stakeholders and manage incident response process.

Conduct post-incident reviews to identify root causes and implement preventive measures.

Collaborate with other IT teams on projects related to infrastructure upgrades, software deployments, or new technology implementations.

Maintain all documentations for deployment, maintenance, upgrades, and problem resolution activities.

Communicate with users to identify their requirements and facilitate the process for continuous improvement.

Lead training for new IT technicians.

Ownership of the ITSM/PSA platform.

WHAT HELIOS NEEDS FROM YOU:

Strong understanding of IT infrastructure including hardware, software, networking, and operating systems

Proven experience in troubleshooting complex technical issues

Excellent customer service skills and ability to effectively communicate with users at all levels

Ability to prioritize tasks and manage workload effectively

Strong analytical and problem-solving skills

Knowledge of ticketing systems and IT service management practices

Attention to detail and accuracy, knowledge of compliance standards and best practices

Excellent Project Management skills

WHAT SETS YOU APART:

Personable, excellent communicator, able to foster strong relationships

Strong technical skills, project experience and analytical knowledge

Adaptable and Team Player

5 to 7 years’ experience in similar IT roles

Relevant IT certifications a plus

Helios Commercial Service Partners determines compensation based on the cost of labor across several US geographic markets. Pay is based on a number of factors including market location, job-related knowledge, skills, and experience.

Physical Demands & Working Conditions:

Sitting/Standing/Flexibility: Ability to stand and sit for 8 or more hours when in an office environment.

Speech/Reading: Ability to speak, read, and write English proficiently and deliver a variety of instructions furnished in written, verbal, diagram, or schedule form.

Lifting: Ability to lift items weighing up to 50 pounds.

Vision/Hearing: Ability to understand a variety of instructions furnished in written, verbal, diagram, or schedule form.

Safety: Ability to understand and communicate safety precautions when necessary.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Helios HVAC/R Services LLC determines compensation based on the cost of labor across several US geographic markets. The base pay for this position is up to $85k annually. Pay is based on a number of factors including market location, job-related knowledge, skills, and experience.

* Helios is an equal opportunity employer. The company provides equal opportunity to qualified persons without regard to race, color, creed, religion, sex, national origin, age, disability, medical condition, genetic characteristics, veteran status, citizenship, ancestry, marital status, gender, or any other characteristic protected by federal, state, or local law. This nondiscrimination policy extends to all terms, conditions, and privileges of employment.