TCI has an immediate need for a Lead IT Support Specialist in Georgetown, KY. This is a Direct Hire opportunity.

SUMMARY
The Lead IT Support Specialist will have a strong technical background supporting Microsoft Suite, excellent problem-solving skills, and a ability to lead and mentor junior IT Support Specialists.

The Lead IT Support Specialist will be responsible for training and mentoring new support technicians and for developing and implementing new processes and procedures to improve the efficiency of the helpdesk. Administers, installs, configures, troubleshoots, and services computers, servers, networked workstations, and related equipment and software used in administrative and instructional lab environments. Provides technical support and help functions that relate to computer hardware and software, data communications, and connectivity.

RESPONSIBILITIES

  • Support, document, monitor, configure, and administer the IT Help Desk.
  • Manage, train and motivate IT Support Technicians.
  • Ensure that all customer issues are resolved quickly and efficiently.
  • Develop and implement new processes and procedures to improve the efficiency of the helpdesk.
  • Identify and implement new technologies to improve the helpdesk.
  • Track and analyze helpdesk metrics to identify and recommend customer service improvements.
  • Provide regular reports on the performance of the helpdesk to management.
  • Develop training materials and procedures for end users.
  • Diagnose and provide support on computer system problems, including debugging, correcting, repairing, servicing, examining, installing, training, and troubleshooting computer hardware, printers, and other peripherals.
  • Maintain an inventory of technology resources including location, when moved, and any particular maintenance or setup issues.
REQUIREMENTS
  • 5+ years of experience in IT support, with at least 2 years of experience in a supervisory role.
  • Strong technical background with:
  • Solid knowledge of Active Directory, Microsoft Office Suites and O365.
  • Providing Tier 1 and 2 support for desktops, phones, mobile devices, printers, scanners and hand held devices.
  • Troubleshooting and supporting printers, scanners, network connectivity.
  • Ability to support multiple locations effectively (will be supporting up to 70 locations in this role).
  • Manage projects like purchasing and set up of new desktops, printers, scanners.
  • Bachelors degree in Information Technology, or a related field is preferred, but not required.
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