IT Lead Support Tech - Brookline

This lead role provides Tier 2, IT support to the end-user community remotely and in person. The role is responsible for leading a team in next level support while working closely with the Support Manager and a contracted help desk team. This role includes support for: operating systems, software, infrastructure, cloud services, MDM and EHR system. Daily efforts will include managing & delegating installation, configuration, deployment, and issue resolution for all items mentioned above, plus project planning and project execution. Travel is required., Work to manage, delegate, and resolve escalated Tier 2 support tickets with minimal guidance Coordinate with IT Support Services to ensure incident tickets are completed correctly, and in a timely manner Display and maintain a high level of team customer service satisfaction Proactively collaborate with 3rd party Support Desk Service to resolve outstanding, and ongoing, issues Oversee the installation, configuration, and deployment of standard technology hardware & software Coordinate equipment acquisition from vendors Assist in MDM and cloud service administration. Coordinate with IT Support Services to oversee shipping equipment to remote employees and campuses Maintain and manage an asset inventory system Control and maintain an inventory of spare parts and computer peripherals, ordering when needed Document relevant hardware and software instructions as it relates to troubleshooting, hardware setups, and the end user experience Assist with project planning and installation/configuration of new technology systems Teach others 1-on-1 in a live environment, remotely, or in a group setting. This includes EHR support and training Contribute to maintaining a knowledge base of support issues, adding/editing information when needed Contribute to the creation of in-house documentation for existing and new staff alike Assist in IT Infrastructure projects, when needed Assist in IT Security projects and maintenance scans, when needed Assist in Application Development projects, when needed Assist IT Support Service Manager in administrative tasks, when needed

5 years of experience working in IT Support, specifically an end user-facing, help desk environment Experience as a team leader preferred Experience managing Microsoft cloud services Experience in MDM administration Experience teaching others 1-on-1 or in a group setting Advanced hardware and software comprehension, including Microsoft apps, RMM tools, Databases, and other local (or web-based) applications. Strong ability to work independently & work collaboratively with contractors, peers, and management.