Technical Support II, IT Operations
Core
End-user support across desktop, network, telephony, and application environments, maintaining, analyzing, troubleshooting, and upgrading systems while serving as an escalation point.
Role type
Senior IT Operations Technical Support (Team Lead)
Builds
Stable on-premises network and desktop environments for staff and clients
Domain
IT Operations / Network Infrastructure
Required skills
Incident management, Active Directory, Group Policy, DNS, DHCP, SCCM imaging, endpoint encryption, patching, team coordination, shift scheduling, compliance auditing
Preferred skills
Experience overseeing a team of 5-10 members, hiring support, management reporting
Technologies
Active Directory, Group Policy, DNS, DHCP, SCCM, Ping, Trace Route
Responsibilities
Participate in Incident Management including Sev1 support and artifact collection; Provide L1 support for network, server, voice, desktop, and telephony infrastructure; Support new transitions by ensuring image and desktop readiness; Support IT compliance, security, audit readiness, and BCP testing; Oversee and coordinate a team of 5-10 team members including scheduling and performance feedback; Complete mandatory training within provided timeframes.
Seniority
Senior, hands-on IC with team leadership