Lead Computer Support Specialist - Information Systems and Technology

Summary: The lead customer support specialist is responsible for supporting end-user issues that are escalated by the customer support specialists, and for fulfilling end-user service requests for hardware and software. The position requires strong PC support technical expertise, ability to lead, and excellent customer service skills.

Responsibilities:

• For Program and Client-Facing Staff: Learn and integrate a trauma-informed, client-centered approach, using an anti-oppressive lens, into your work with clients.
• For Program and Supervisors Supporting Client-Facing Staff: Learn and integrate a trauma-informed, client-centered approach, using an anti-oppressive lens, into your work with clients. Coach and guide staff in their client practice that reflects these approaches.
• Provide a level-two point of contact for escalations regarding any IT-related requests or issues. Lead and oversee the Service Desk team and have at least three direct reports, but remain very much in the weeds managing the ticket.
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals. Documents, supports, upgrades, or replaces hardware and software systems.
• Supports and maintains user account information, including rights, security, and systems groups.
• Serve as a technical lead on assigned technical support projects and support with Moves, Adds, and Changes (MAC).
• Ensure that all policies and procedures for communication and escalation of incidents and issues are followed and that the Service Desk team is up to date with industry-standard policies and protocols.
• Build relationships with the IS&T Service Desk, applications, security, and infrastructure teams to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
• Own specific IS&T Services and ensure their effective delivery, management, and improvement to meet the organization's needs.
• Contribute directly to the strategy, development, and quality of the IS&T Service Desk and the team's service delivery capability.
• Works under general supervision; reports to the Director of IT Support Services.
• Evaluates documented resolutions to analyze trends for proactive measures.
• A certain degree of creativity and latitude is required.
• Experience in industry-standard technologies and methodologies.
•  Must possess good written and oral communication skills.

Additional Responsibilities include the following:

• Deliver support and training to end-users in various software programs efficiently and effectively in fulfilling the organization's objectives.
• Empathize with the end-user and less-seasoned techs and craft solutions to swiftly help them under stress.

Qualifications:

• An Associate Degree or its equivalent desired and 3-4 years of experience in the field or a related area.
• Advanced familiarity with endpoint management tools such as MDM / UEM style tools. Working with collaboration tools, conferencing systems, remote IT tools, and ticketing systems is crucial.
• A focus on customer satisfaction with strong interpersonal skills and responsiveness
• Excellent communication skills.
• Certification in Network +, Project +, ITIL, and MCSA preferred.

Physical demands:

• Strength Guidelines: This position requires lifting up to 20lbs
• Motion Parameters: Remaining in a stationary position for long hours to support end-users over the phone, moving about for long hours to perform technical tasks such as moving computers, ascending and descending stairs
• Vision and Hearing Requirements: Ability to spend long hours in front of a computer screen
• Work Environment: Indoors

Safe Horizon is committed to providing a reasonable accommodation to ensure individuals with disabilities can meet any physical demand requirement(s) of the position, or otherwise perform the corresponding task(s), where possible. If you require a reasonable accommodation, including to participate in the job application or interview process, please contact your Human Resources Recruiter.

If hired, I agree to abide by all of Safe Horizon’s rules and regulations, and understand that, if employed, my employment may be terminated with or without cause, and with or without notice, at any time, at the option of either the company or me. I further understand that no representation, whether oral or written by any representative or agent of the organization, at any time, constitutes a contract of employment. 

AmeriCorps, Peace Corps and other national service alumni are encouraged to apply. 

Technology Statement: 

Applicants may be responsible for providing the equipment and tools they need to work remotely as required, such as access to a computer, internet service, and phone service. Safe Horizon will discuss potential solutions with candidates and may assist where needed and agreed to in advance. 

Please follow this link to view complete EEO Law and complaint filing information: https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_self_print_poster.pdf 

Hiring Pay Range: 32.69 - 36.78 Hourly

Full-time Hours: 35 Hours per week

Full-time Benefits: Vacation Time, Paid Sick Time, Holidays, Medical, Dental, Vision, 403(b) Retirement Plan, Company Life Insurance, Medical/Dependent Care Flexible Spending Accounts, Tuition Assistance Program, Commuter Benefits Program, Gym Reimbursement, Parental Leave, Employee Learning Center