Job description:

PURPOSE:
Directs and coordinates activities of LTS (Local Technical Support) staff engaged in computer operations/End user Support/Hands and Feet support by performing the following duties personally or through subordinates.
RESPONSIBILITIES:
Responsible for assuring users are provided efficient and timely f second level support
Performs staff scheduling to ensure LTS coverage during normal business hours and on-call support as required
Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the customer needs
Ensures that decisions made to improve the overall customer support of the LTS are continually carried through
Provides leadership by projecting a positive attitude, and providing learning incentives
Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned regions
Solves problems and makes decisions daily relative to LTS responsibilities. Ensures that effective LTS representation takes place for the coordination of work processes and projects with other departments and divisions
Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
Maintains competency and enhances professional growth and development through continuing education and conferences
Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support
Accountable for meeting systems infrastructure or operational Service Level Agreements established by client
Remains on-call during off-peak hours to respond to support service issues
Performs other duties and responsibilities as assigned by supervisors
EXPERIENCE:
A minimum of 6 month support services experience in IT Help Desk and/or Desktop Support operations troubleshooting PC, peripheral, and network issues
Experienced in Microsoft environments of 25-500 end users and/or MSP experience
SKILLS AND KNOWLEDGE:
Experience working in a team-oriented, collaborative environment.
Excellent customer service, written and oral skills.
Self-motivated and goal driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment.
Knowledge of Windows Desktop applications; various operating systems such as Windows 7 and 8; Windows 10 as well as Server 2008 R2 and Server 2012R2 are a plus.
Knowledge of software applications and basic hardware for the PC
Principles and terminology of networking on the Layer 1 and 2 side
Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory Domains.
Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, and common productivity applications.
Knowledge of wireless networking components and terminology; Familiarity with Cisco, Sonicwall, or Xirrus Wireless Networks are a plus
Awareness of commonly used Microsoft products and services
Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines.
Creating and maintaining user self-help documentation, technical documentation and p