IT Lead Support Tech - Brookline

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

MINIMUM JOB QUALIFICATIONS:

    5 years of experience working in IT Support, specifically an end user-facing, help desk environment
    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.