IT User Support Specialist Lead

The IT User Support Specialist Lead leads the day-to-day technical support to employees for a range of hardware and software related systems. This job trains, delegates and reviews the work of lower level IT User Support Specialists. This job also handles escalated issues that require advanced knowledge of User IT Support operational procedures and tools.

Key Responsibilities and Duties

• Monitors lower level IT User Support Specialists to ensure effective and time resolution of users’ problems, queries or complaints.
• Solves escalated issues by utilizing knowledge of hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.
• Confers with end users to resolve incidents and fulfill requests through support via in-person, phone, or remote methods.
• Installs/removes/configures hardware and software.
• Ensures that plans are in place for responding to situations such as service outages.
• Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
• Coaches team members on addressing user questions and assists with the most complex issues.

Qualifications

• 3 Years Required; 5 Years Preferred

• Vocational and/or Technical Education, Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level

4IC