The IT Teal Lead, Network and Services Support, reports to the Director, Information Services and is responsible for computer operations, helpdesk services, installation and support for new and existing computer systems, application software and network infrastructure under the direction of the Director, Information Technology Services. In addition, the position is responsible for supporting the director and ensuring the on-boarding process for all new programs and/or sites/systems and locations are fully configured for staff utilization. Finally, managing ticket (service request) queue, maintaining a knowledge base/document library, maintaining a working knowledge of, and supervising the office functions of, the telephone system, cellular phones, phone services and maintenance of office equipment.
REQUIREMENTS
Associates Degree in computer related field preferred -or-
Significant training/certifications obtained, equivalent to a degree required.
Minimum of (2) two years direct related work experience.
Ability to communicate effectively in person over the phone, or in writing.
Able to work in a fast-changing, stressful environment where you must be flexible and learn quickly.
Computer knowledge. Experience with password resets, Desktop trouble shooting, application support, and network topology
Desktop Support skills, Active Directory, Group Policy, Office 365, Share-point, Skype for Business, MS Teams
Experience supporting and configuring network devices using Cisco Meraki
Understanding of LAN and WAN topologies, wireless technologies, firewall concepts
Understanding of HIPAA
Bilingual in any language a plus.
RESPONSIBILITIES
Leadership and Support
Assist the Departments as necessary in retrieving and presenting necessary reports and documents.
Conduct on-site visits as scheduled and address troubleshooting needs for the NC and VA region which includes (under the director of the ITS, Helpdesk Team Lead):
Manage and track computer inventory (Cell and Computer laptops/desktops)
Generate reports as needed for interface with ELT, PLT or SLT as needed.
Create and maintain Knowledge Base, FAQ, How-to documents with the Manager Information Technology Systems Learning.
Gain feedback from customers about computer usage and needs assessments.
Maintain a working knowledge of and supervise office functions to include: telephone systems, cellular phones, phone services, maintenance of office equipment.
Network and Migration Management
Handle and complete hardware deployment and network troubleshooting.
Serve as lead for all network and migration support i.e. Outlook, Virtual Servers etc.
Implement technological refreshes, including hardware and software
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Helpdesk Support
Manage ticket queue and maintain ticketing system under the direction of the ITS, Helpdesk Team Lead and the Director, Information Technology Services.
Audit and maintain appropriate levels of access, both logical and physical
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem and walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Run diagnostic programs to resolve problems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved via satisfaction survey.
EFFECT ON END RESULT
Increase budget efficiency, meet and increase technical ability of NC and VA Staff
Reduce the ticket response rates and improve resolution rates.
Increase internal employee satisfaction working with the ITS Team.
Provide input to ensure that ITS is maintaining effective policies and procedures for change management, IT disaster recovery process and backup systems.
Reduce computer and mobile preparation errors.
PHYSICAL REQUIREMENTS
The physical requirements described below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
The ability to safely operate a motor vehicle to transport oneself, consumers, and program supplies as necessary.
The physical ability to travel to assigned locations, stand, stoop, bend, reach, pull, push, lift, grasp, climb, talk, see, hear and perform basic and light home maintenance activities, and operate office equipment.
Move and lift objects up to 30 pounds such as computers, monitors, files, etc.
Operating office equipment requiring continuous or repetitive hand/arm movements.
The ability to remain in a sitting position for extended periods of time
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
REQUIREMENTS
Associates Degree in computer related field preferred -or-
Significant training/certifications obtained, equivalent to a degree required.
Minimum of (2) two years direct related work experience.
Ability to communicate effectively in person over the phone, or in writing.
Able to work in a fast-changing, stressful environment where you must be flexible and learn quickly.
Computer knowledge. Experience with password resets, Desktop trouble shooting, application support, and network topology
Desktop Support skills, Active Directory, Group Policy, Office 365, Share-point, Skype for Business, MS Teams
Experience supporting and configuring network devices using Cisco Meraki
Understanding of LAN and WAN topologies, wireless technologies, firewall concepts
