Information Technology Support Specialist

Summary:

The Lead IT Support Engineer delivers effective support to users, partners, and key stakeholders in a timely, professional, and customer-oriented demeanor. The Lead IT support Engineer will serve as the primary point for incoming support inquiries and ensure the reliability and operation of various end-user computing systems. This person will actively use our ticketing system to effectively manage support issues and communicate/document issues for escalation to support groups. They will also provide leadership and technical guidance to the entire

support team.

Essential duties/responsibilities:

● Provide technical assistance and day-to-day support for local and remote incoming inquiries

related but not limited to computer systems, software, hardware, printers, and phones.

● Walk through the problem-solving process with staff both local and remote and respond via

email, ticketing system, and phone after leveraging diagnostic programs and other utilities to

find resolutions to problems.

● Help the team document processes and procedures, including troubleshooting steps, and

write end-user instructional manuals, guides, and knowledge base articles to post and

maintain on our service desk portal.

● Participate and conduct technology workshops for our end users.

● Ensure timely processing of on/off boarding staff (i.e., new hire/termination process).

● Utilize existing Curriculum Associates policies and procedures and apply in support

situations as required.

● Assist with system patching and coordinate with the IT Infrastructure team on larger scale

upgrades, deployments, and security initiatives.

● Provide technology assistance, coaching and guidance to the team.

Required Job Skills and Abilities:

● Experience in IT Support Services, PC, Mac troubleshooting and problem resolution.

● Windows, MacOS and iOS experience is preferred.

● Have strong organizational skills, problem-solving skills, and are detail orientated.

● Have strong experience using and supporting multiple collaboration products.

● Have strong customer service skills with high concern for customer satisfaction.

● Good written and verbal communications skills.

● Knowledge of Helpdesk Applications.

● Experience providing tiered support with in-depth knowledge of desktop/application

troubleshooting.

● MS Office 365 Productivity Suite, both past and current, with aptitude to pick up new

application support quickly.

● Basic understanding of networking concepts, including DNS, DHCP, and TCPIP and how it

relates to the desktop environment.

● Experience with desktop maintenance tools.

● Experience with Active Directory user and group administration.

● The ability to apply a clear and consistent troubleshooting methodology to support related

issues.

● Experience with system provisioning suites.

● Enjoy working in a collaborative environment where priorities shift to meet the needs of the

organization.

Required Education and Experience:

● 10+ years’ experience in a relevant role preferred.

● Relevant certifications are advantageous.