Lead IT Technician

Role Summary
The Lead IT Technician is responsible for delivering advanced technical support and leadership within an organization. This role involves overseeing complex hardware and software issues, guiding and mentoring IT support staff, and ensuring the smooth operation of computer systems, networks, and communications equipment. The position requires collaboration with business units and external vendors to maintain operational excellence and enhance customer satisfaction.

Responsibilities

• Provide advanced guidance, mentorship, and training to IT Technicians, supporting troubleshooting and resolution of complex technical issues.
• Assist senior IT leadership in managing internal customer relationships and addressing technical requests to ensure high levels of satisfaction.
• Develop, update, and maintain support documentation and operational procedures.
• Handle end-to-end incident resolution, including identifying root causes and implementing preventive measures, accurately documenting activities within ServiceNow.
• Troubleshoot and resolve complex hardware, software, network, and peripherals issues, including printers and audiovisual equipment.
• Coordinate hardware installations, upgrades, and configurations across multiple locations.
• Manage warranty support, equipment repairs, and vendor support activities.
• Support meeting and event technology, including video conferencing and audiovisual setups.
• Escalate and report server outages, LAN/WAN connectivity issues, and collaborate with infrastructure teams for resolution.
• Monitor and coordinate support activities performed by third-party vendors, providing weekly status updates on ongoing initiatives and issues.

Qualifications

• Demonstrated understanding of advanced technology standards and support practices.
• Proven ability to oversee complex technology installations and configurations.
• Strong troubleshooting skills across hardware, software, and network environments.
• Excellent communication, mentoring, and problem-solving skills.
• Ability to manage change effectively and evaluate its impact on business operations.
• High school diploma or GED required; Bachelor's degree in Information Technology or related field preferred.
• Relevant IT certifications such as CompTIA A+, Network+, Microsoft, or equivalent preferred.
• Minimum of 5 years of relevant IT support experience.
• Experience supporting enterprise-class desktop, mobile, audiovisual, and network technologies is preferred.

Publishing Pay Range: $32.00 – $37.00 hourly
Location: On-site