Lead IT Technician

Role Summary
This role involves providing advanced technical support and leadership within an IT team. The individual will oversee the resolution of complex hardware, software, and network issues while mentoring and guiding other technicians. The position requires collaboration with internal teams and external vendors to ensure seamless technology operations and high customer satisfaction.

Responsibilities

• Offer guidance, mentorship, and training to IT technicians to promote best practices and troubleshooting skills.
• Assist senior IT leaders in managing customer relationships and addressing complex technical requests.
• Develop, update, and maintain support documentation and operational procedures.
• Lead incident resolution efforts, including root cause analysis and implementation of preventive measures, with documentation within ServiceNow.
• Troubleshoot and resolve hardware, software, and network issues across various environments.
• Coordinate manufacturer warranty support and equipment repairs efficiently.
• Oversee the planning and execution of hardware installations and configurations across multiple locations.
• Manage and support printer, copier, and peripheral device issues.
• Facilitate technical support for meetings and events, including audiovisual and video conferencing setups.
• Monitor support activities performed by third-party vendors and contractors, ensuring quality and timeliness.

Qualifications

• Demonstrated understanding of advanced technology standards and support practices.
• Proven ability to perform and supervise complex technology installations and configurations.
• Strong troubleshooting skills across hardware, software, and network systems.
• Excellent communication, mentoring, and problem-solving abilities.
• Ability to manage change effectively and understand its impact on operations.
• High school diploma or GED required; Bachelor’s degree in Information Technology or related field preferred.
• Relevant IT certifications such as CompTIA A+, Network+, Microsoft, or similar are preferred.
• Minimum of 5 years of relevant IT support experience.
• Experience supporting enterprise-class desktop, mobile, audiovisual, and network technologies is preferred.

Publishing Pay Range: $32.00 - $37.00 hourly
This position is based in office and requires employee to work on-site.