Onsite Tech Support Lead

If you are a leader who is passionate about providing excellent customer service, then we would like to talk to you. The Onsite Tech Support Lead reports to the Service Delivery Support Manager and is responsible for providing a high level of responsive customer service to team members in a high-performance construction company, within a state-of-the-art office environment.

Responsibilities

• Provide supervision to the local North Stonington, CT desktop support team, while serving as the onsite point person for local IT support related tasks/issues
• Maintain awareness of day-to-day support issues, providing prioritization and troubleshooting assistance to the onsite support team.
• Maintain customer relationships and develop an understanding of site-specific business processes, business cycles and expectations to inform triage and decision making.
• Coordinate and participate in team coverage to ensure availability and provide responsive support.
• Under the direction of the Service Delivery Support Manager, ensure adherence to support standards and processes.
• Lead by example with an emphasis on continuous improvement and service excellence.
• Assist with maintaining hardware inventory and asset management.
• Coordinate with other members of the IT department as necessary to accomplish objectives.

• Experienced in Microsoft Windows 10/11 and M365 technologies including configuration, management, and troubleshooting.
• Broad experience with troubleshooting and supporting a range of SaaS and local business applications.
• Knowledge of computer and LAN troubleshooting tools and techniques including event log, command line tools, advanced configuration, group policy/RSoP and TCP/IP networking.
• Hands-on experience with common office systems such as mobile devices, printers, copiers, plotters, alarms, cameras, and access control systems.
• Hands-on experience with PC and laptop repair techniques for field-upgradeable items as well as Imaging new laptops when replacements are required.
• 5+ years’ experience in desk-side technical support with at least 3 years supervisory experience.
• Excellent written and verbal communications skills, with the ability to communicate technical information clearly and concisely to business users.
• Detail oriented, with a natural curiosity and drive to resolve problems.
• Dedicated to continuous improvement of IT processes and end-user experiences.