Lead Tech Support Specialist

Lead Technical Support Specialist

Information Technology





Overview:

 

From its inception, Olin College has sought a team of faculty, administrators and support staff who understand its mission and can help to develop this innovative college in Needham, MA.  As with many new organizations, it is imperative to hire individuals who not only carry out their own immediate responsibilities, but who also can contribute to other offices, functions and activities outside the normal scope of a job description. In other words, we are looking for "team players" who understand and support the mission of the college. 

 

Therefore, we will seek employees: who can handle a number of tasks simultaneously ; who are hard working, flexible and adaptable; who can see the big picture and reprioritize their work accordingly; who can work unsupervised and take initiative; who will look for ways to assist other staff when appropriate; who see themselves as an important member of a spirited and dedicated team; and who conduct themselves professionally in all aspects of their language, attitude, appearance and deportment.



 

The Lead Technical Support Specialist will act as Help Desk team leader by overseeing daily Help Desk operations and mentoring/training Help Desk support staff and work study students.  The Lead will also act as a help desk specialist and technician supporting the technology needs of Olin’s students, faculty and staff.

 

Basic responsibilities include managing, prioritizing and delegating support requests.   Other responsibilities include: identifying and implementing new methods for continuous improvement in delivery of support services; creating and reporting metrics for service delivery;  installing, configuring and maintaining software and hardware;  ordering of software and hardware;  inventory management, and audio visual support.

 

Duties: Oversee Help Desk operations as team leader, mentor and trainer for Help Desk support staff and work study students. Identify and recommend operational improvements Create, update and maintain support procedures as necessary Utilize best practices and/or develop new methods for continuous improvement in achieving excellent customer service Maintain Help Desk ticketing application (TrackIT) and records, ensuring proper completion and assignment on a daily basis and report on activity as required Primary support contact for end user technology related support issues Diagnose and resolve software and hardware problems or conflicts via telephone, remotely or on-site in a timely, customer-focused manner Assist users with installation, configuration and maintenance of software applications Assist users with the use of audio visual equipment Install, support, troubleshoot and repair hardware and peripherals Responsible for patches, version upgrades and related documentation for all supported applications Create and update various standard system images Write technical documents and train users in proper use of computer hardware, software and peripherals as well as audio visual equipment Assist in recommending and purchasing hardware and software Assist in maintaining software and hardware inventory control Other duties as assigned

 

Individual Must Be/have:Motivated, self-starter with the ability to multitask Excellent customer service, organizational, analytical and troubleshooting skills Able to work independently with minimal supervision and also as part of a team of dedicated technologists Able to work well and learn new skills in a fast paced, rapidly changing technical environment Able to communicate effectively (verbally and written) with individuals at all levels within the organization Able to work under pressure, prioritize support requests, and meet deadlines with frequent interruptions.

 

Minimum Requirements:Minimum of a Bachelor’s degree in a technical discipline (EE, CS, etc) or equivalent experience Minimum of one year supervisory/team lead experience Minimum of 3-5 years experience installing, troubleshooting and supporting MS Windows based desktop and laptop computers in both a wired and wireless IP network environment Mid-level to advanced experience with business productivity software (Word, Excel, Powerpoint, Access, Outlook, Acrobat, etc) Experience using System imaging software (Ghost, Altiris, etc.)

 

Preferred skills/experience:Technical Certifications desirable (A+, NET+, MCSE, etc) Experience using and supporting non Windows operating systems and related applications (MAC, Linux) Experience using and supporting Audio Visual equipment Familiarity troubleshooting printers