Full-time
Posted 4 days ago
Job description
JobTitle: IT Support Technical Lead
Job Location: US-MO-Joplin
Employment Type: FTE/DH
ABOUT THE POSITION
Serve as an escalation point and deliver technical assistance to team members and end users, both local and remote. Answer questions and resolve computer problems in person, via telephone, or electronically. Aids in the use of computer hardware and software including printing. Provides answers to team members and end users by identifying problems, researching answers, and guiding end users through corrective steps.
Responsibilities
- Provide Help Desk support for end-user and PC issues and requests.
- Serves as a point of escalation for team members, the department, and end users.
- Facilitate training of new team members on procedures and tools used for their role.
- Assist with vetting and interviewing potential candidates for open System Support positions.
- Leads small team projects & support large department and business projects.
- Assist in procuring hardware and software.
- Aid in the development in documentation and procedures for the System Support team.
- Complete tasks such as hardware inventory, shipping, testing, etc.
- Works independently or as a team member on new applications, processes, or projects.
- Able to work and make decisions under minimal supervision.
- Applies thorough understanding and broad application of technical principles, theories, and concepts.
- All other duties as assigned.
Additional Training Requirements
A+ and/or ITIL Certification
Qualifications
- Bachelor's Degree in Business or Information Technology Preferred.
- 5 to 9 years of general technical support experience and 1 to 3 years of leadership experience or an equivalent combination of both.
- Advanced working knowledge of Windows Active Directory, Windows OS, Mac OS and VPN.
- Experience with Microsoft 365, VOIP, networked printers, laptops, and workstations.
- Aptitude for following established procedures while working independently.
- Capable of working independently or in a group
- Experience troubleshooting and documenting Software and Hardware issues including mobile devices.
- Proficiency for communicating effectively both orally and in writing, in person and by telephone.
- Ability to deliver training to end users, whose technical skills may range from beginner to expert.
- Knack for immediate self-education in use of new systems and software applications.
- Strong customer service skills and technical phone support experience
- An understanding of the impact of technology on remotely located end users.
Skills:
Active Directory,Windows,ms365
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Frequently asked questions
Q: What skills or qualities help someone succeed as a Technical Lead?
A: To succeed as a Technical Lead, key technical skills include expertise in programming languages, software development methodologies (e.g., Agile), and proficiency in relevant technologies such as cloud computing, data analytics, or cybersecurity. Soft skills like effective communication, leadership, and problem-solving abilities are also crucial, as they enable Technical Leads to guide teams, resolve conflicts, and make informed technical decisions. By combining these technical and soft skills, Technical Leads can drive project success, foster team growth, and advance their careers through increased responsibility and industry recognition.
Q: What is the career path for a Technical Lead?
A: A Technical Lead typically follows a career progression from entry-level roles such as Software Engineer or Development Team Lead, to mid-level positions like Senior Technical Lead or Engineering Manager, and eventually to senior roles like Technical Director or Chief Technology Officer. Throughout their career, Technical Leads have opportunities to develop skills in areas like technical architecture, team management, and strategic planning, as well as staying up-to-date with industry trends and emerging technologies. Long-term, Technical Leads may pursue executive roles, start their own companies, or transition into related fields like product management or consulting, leveraging their technical expertise and leadership experience.
