IT Support Lead

End User Support

• Fixing day-to-day issues (wifi issues, printer issues, software glitches).
• Fixing/replacing defective or damaged hardware (broken screen, bad WAP).
• Installing approved software on systems.
• Configuring new systems for new staff or replacements for current staff.
• Staff onboarding/offboarding.
• Training staff on software/hardware used throughout the organization.
• Monitor and action Cyber Security Incidents.

Monitoring

• Monitor backup systems (Veeam).
• Monitor computer software logs.
• Monitor networking equipment logs.
• Monitor antivirus and antimalware system logs.

Cleanup and Maintenance

• Ensure updates are reviewed, tested, and deployed to all systems. Troubleshooting if necessary.
• Clean up user database, Teams database, old files, computer management systems, etc.
• Decommission old computers and equipment.

Change Management

• Help test and deploy new software or systems to the organization.
• Research effective solutions to current problems
• Help integrate systems for ease of use and unified log collection
• Assist in maintaining technical documentation needed for troubleshooting.

• Understanding of ticketing and project management systems
• Microsoft 365 Cloud infrastructure, including (Office 365, Microsoft Teams, Azure Active Directory, Intune device management, hybrid AD)
• Computer repair skills, including software and hardware repair (PC and Mac, laptops and desktops)
• Basic Cyber Security knowledge
• Managing and maintaining system backups (Veeam)
• Log collection and asset monitoring (FreshService, ManageEngine)
• Excellent problem-solving skills
• Excellent Time Management & organizational skills
• Quick learner
• Can pivot quickly
• Good interpersonal & relational skills
• Attention to detail
• Excellent written and verbal communication skills, * 2-4-year college degree in IT or equivalent experience