IT Technical Support Specialist Lead

Since 1952, Lawson Products has worked hard to make our customers' jobs easier by improving their operational efficiency, productivity and overall performance. As a leader in the MRO industry, we partner with customers to make sure they have the right maintenance and repair parts on hand when needed.

We’re looking for a Lead Technical Support Specialist responsible for the configuration and administration of multiple personal computing technologies, ensuring such technologies are aligned with industry software standards and releases. The Lead will manage technical projects, coordinate project resources and align help desk and tier 2 support procedures and documentation prior to deployment. This role acts as the main point of contact in the absence of the Service Delivery Manager and assumes responsibilities such as system outage facilitation, and communications, providing support and guidance to the Service Delivery Team as needed.

Our corporate headquarters is located in Chicago, IL. This role operates on a full-time work model with employees spending five days working in the office. We offer 401k plus vision, dental and medical benefits, as well as a paid holiday and PTO package.

Responsibilities

• Plans, configures, implements, and deploys changes to existing personal computing software.
• Provides tier-three support as needed for corporate and remote office desktops.
• Identifies, configures and administers personal computing technologies for the entire organization.
• Performs advanced system and user administration and design for the entire organization.
• Configures and administers software and peripheral equipment onto corporate workstations.
• Manages and installs appropriate operating system and software upgrades, patches, printers, drivers, etc.
• Resolves complex end-user requests for installs, problem diagnoses, and equipment repairs. Performs hands-on fixes, including software/ hardware installation and upgrades.
• Researches and identifies solutions for a wide range of computing issues, coordinating solutions with the other IT groups (BAs, Network, Development) as well as vendors. Consults with Business Analysts and developers to explain software errors or recommend changes to programs.
• Logs and tracks issues using problem-management software. Prepares standard statistical reports to obtain departmental support metrics. Analyzes and evaluates incident reports and makes recommendations to reduce incident rate and drive first contact resolution.
• Engages vendors to ensure proper functioning of hardware and software, calling vendors to request service regarding defective products and compliance.
• Manages projects related to personal computing technologies, implementing changes to technologies via the change management process.
• Recommends, implements, and delivers new technical solutions. Tests software and hardware to evaluate ease of use and determine if product will aid user in performing work. Tests new versions of any software.
• Ensures software and hardware license compliance as well as compliance documentation.
• Maintains documentation and system procedures collectively with the support team. Creates and maintains knowledge and self-help documents for the help desk.
• Communicates documentation, materials, and notification emails related to IT system changes, upgrades and availability.
• Approves user job-aids, training manuals and procedures written by the intermediate and senior analyst and publishes documentation for end-user use.
• Provides user training for software/hardware.
• Provides technical and personnel leadership in the absence of the department manager and participates in the team performance evaluation process.
• Additional duties as assigned.
  
  

Qualifications & Requirements

• Bachelor’s degree in computer science required, with 7 years of experience in a technical support environment configuring and administering systems that support users, or an equivalent combination of education and experience. Technical call center leadership or tier 2/3 support team leadership experience required.
• This job requires up to 5% out-of-state travel as required, as well as occasional travel to our McCook, IL facility.
• Windows 11 operating system expertise
• Advance knowledge of Active Directory users and computers administration tool experience
• Requirement to learn and support Lawson proprietary order systems
• Configures and administers Microsoft Office 365
• Knowledge of basic TCPIP, DNS, DHCP and LAN routing and monitoring technologies
• Expert level knowledge of PC and server computer hardware
• Advanced application support experience with Microsoft Office products
• Configuration, administration and deployment of PC diagnostic utilities
• Strong written/oral communication and interpersonal skills
• Exceptional customer service skills and customer interaction abilities
• Excellent documentation skills
• Highly self-motivated and directed
• Strong leadership and team coaching skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• On Call availability
• Ability to travel to remote offices, including international
• Flexibility to periodically work nights/weekends to facilitate hardware/software upgrades or corporate moves
• Microsoft Certifications (CCNA, MCP, MCSE) desirable
• ITIL V4 Certification preferred
• Ability to lift and carry up to 50 pounds (The job requires the ability to lift and move certain pieces of computer hardware including PCs, monitors, servers, printers and other pieces of office equipment.)
  
  

Our salary range for this role is $83,000 - $99,640 including a full benefits package.

Lawson Products is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.