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IT Support Lead

Company: Modis
Location: Austin
Posted on: January 15, 2022

Job Description:

IT Support Lead Position Summary The IT Support Lead is responsible for providing Tier 2 and Tier 3 level technology support to firm end users and vendors, including but not limited to providing support for break/fix issues, enterprise application installations and troubleshooting for all in office and remote users. Other responsibilities include providing guidance and mentorship to the IT Support Technician and IT Support Specialists roles to assist with skills development and growth. - As part of the Vista IT Operations team, this position requires deep technical knowledge, effective communication skills and a strong customer orientation to provide the frictionless, white glove service that is consistent with Vista's high standards of service excellence. Primary Responsibilities

  • Provides exceptional end user experience inclusive of excellent communications, responsive follow through, and advocacy for end user issues with IT.
  • Performs both in person and remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determines the best solution based on information provided by end users, knowledge, and available resources (Knowledge Base, technical documentation).
  • Supports IT assets and inventory management for both hardware and software.
  • Identify and suggest improvements to processes and help develop and maintain process documentation and Knowledge Management artifacts.
  • Performs day-to-day activities required to provide Tier 2 and Tier 3 level support to end users and escalate as needed to appropriate escalation point
  • Assist with project management and team workload distribution to provide expected deliverables
  • Support the IT Operations Manager to establish the vision and the strategy of the IT Service organization across its offices
  • Coordinate, maintain and monitor the daily IT ticket intake ensuring all appropriate team activities are tracked in the system
  • Maintain IT knowledge documents and provide feedback to ensure efficient troubleshooting and processes are in place
  • Manage local vendor relationships and participate in new vendor RFP processes
  • Oversee hardware and software asset tracking and inventory management for the office
  • Maintain a strong team environment through developing and training individual team members
  • Work with local and regional IT management to create and achieve annual goals and objectives
  • Maintain an elevated level of flexibility and commitment to achieve personal goals and objectives agreed with the IT Operations Manager
  • Evaluate existing systems and recommend technology for upgrade and replacement as required
  • Understand and stay up to date with innovative technologies for potential applicability within Vista Equity Partners
  • Manage local technology to increase reliability, security, interoperability, effectiveness of customer work while reducing costs, both in the office and remote locations - Work Conditions
  • On-site work week with occasional travel for field service calls.
  • Participate in an on-call rotation for afterhours support along with evening and weekend work as needed.
  • Frequently sitting for extended periods of time
  • Constantly operating a computer keyboard, mouse, power tools, and other computer components as needed
  • Occasionally bending and climbing to reach cables in floors and ceilings
  • Occasionally lifting and carrying moderately heavy objects (> 50lbs), such as computers and peripherals - Qualifications
  • Working knowledge of
  • Operating Systems - Microsoft Windows, MacOS and iOS
  • Microsoft technology stack including Active Directory, M365, Azure and other products.
  • Desktop/laptop imaging methodologies (Intune, SCCM, Altiris, etc.)
  • Software packaging methodologies and automated software installation (Intune, SCCM, PDQ, etc.)
  • Remote access tools
  • Office printer technology
  • A/V Conference technology (Zoom)
  • Building Access Management technology
  • Communications technology (Cisco telephony)
  • Security protocols (TLS, SSL, SAML, VPN)
  • Enterprise SaaS platforms such as Salesforce, Workday
  • Fundamental awareness of
  • Cisco Technologies (Call Manager, Meraki, IPSec, VPN)
  • Infoblox
  • Palo Alto Networks Firewalls
  • ITSM platforms (ServiceNOW)
  • Scripting languages (VBS, PowerShell, Python, WinBatch, etc.)
  • Extensive knowledge of
  • Networking Protocols (TCP/IP, DNS, DHCP)
  • Exchange Distribution Lists
  • Group Policy
  • MS O365 Suite
  • Endpoint Management tools (Jamf, Intune)
  • Change and Problem Management
  • Bachelor's degree in Computer Science and/or 5+ years equivalent work experience
  • CompTIA A+, Network+, ITIL Foundations (Preferred)
  • Ability to provide white glove service in a professional manner
  • Must possess personal tact, discretion, and good judgement. Excellent interpersonal, written, and verbal communication skills. Equal Opportunity Employer/Veterans/DisabledTo read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.modis.com/en-us/candidate-privacyThe Company will consider qualified applicants with arrest and conviction records

Keywords: Modis, Austin , IT Support Lead, Other , Austin, Texas

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