Job description
TITLE: IT Support Lead
LOCATION: Rockford, IL
SHIFT: Monday - Friday from 8:00AM to 5PM
STATUS: Full-Time W2
BENEFITS: Medical, Dental, Vision, 401K, PTO
Job Summary:
We are searching for a detail-oriented IT Support Lead to join our excellent team!
About Us:
DYOPATH, a leading Managed Service Provider (MSP) was founded to empower organizations by delivering trusted IT solutions. At DYOPATH we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service and sustainability. Our team is passionate, fun, creative and courageous in communications.
Essential Duties:
- Accepts and responds to work ticket assignment in an efficacious and customer-focused manner.
- Hands-on technician, problem solver, integration and mentor.
- Skill in testing programs or applications from a user’s perspective
- Uses strong analytical, computational techniques and logical methodology for problem solutions.
- Provides technical direction and assistance to others including IT Helpdesk / Deskside staff in the resolution of complex problems.
- Creates, updates and maintains Helpdesk / Deskside support documentation including but not limited to the following: Problem resolution protocol, Inventory, Imaging/PC deployment checklists, Acceptance Test Protocols (ATPs) for helpdesk Quality Assurance.
- Consults with vendors, technical support, and IT staff, researches technical manuals and industry publications.
- Successfully manages projects in adherence to the Project Management Institute (PMI) five phases of project management including initiation, planning, execution, performance/monitoring, and project closure. PC Deployment project would be a good example of project work.
- Requires the ability to establish and maintain satisfactory working relationships with fellow employees, elected officials, and the public.
- Drives a continuous improvement methodology and promote cost savings at the site location.
- Other Duties as assigned
Qualifications
- Strong written and verbal communication skills
- Excellent interpersonal and leadership skills
- Strong computer skills - including Microsoft applications, web-based applications, ServiceNow, Active Directory, O365, etc.
- Strong experience with installing and maintaining systems
- Understanding of ITIL processes
- Industry certifications a HUGE PLUS
Requirements
Associate's degree or equivalent from a two-year college with a minimum of 3 years of experience in a related field or an equivalent combination of education and experience.
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