The Lead IT Support Technician will lead a team of between 3-5 tier 1 and 2 technicians to ensure prompt and effective responses to technology-related inquiries and requests. They will also provide technical support and troubleshooting assistance to resolve complex technology issues escalated from campus IT teams. They will help develop and implement standardized technology policies, procedures, and best practices across all supported campuses. They will be providing desktop application support to executives, staff and faculty for break fix support, Windows 10 and 11, Microsoft Office 365, Microsoft Office Azure Portal and various software applications. They will assist the MC IT team with inventory, asset management, documentation, and utilization tracking. They will also be responsible for troubleshooting computer, phone, and network problems for users in person, by telephone, or remotely, using basic trouble ticketing software. The ideal candidate will have strong communication and customer services skills, as they will be supporting various leadership teams within the organization.
· 3-5 years of IT end user support experience (Active directory; Office 365 suite; any kind of ticketing system; azure portal)
· Previous experience in a leadership role
· Strong customer service experience (in person and remote support)
Strong experience with break fix support on laptops, printers and hardware
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.