Summary: The IT Services Lead prioritizes, schedules, and helps resolve all site tickets or issues while maintaining departmental performance expectations.  Provides support for maintaining site-level hardware, software, or network equipment that may impact the security or productivity of the organization.  Recognizes and escalates issues that may impact multiple users, locations, or applications.  Assists the IT Services Administrator with day-to-day operations of the team.

Job Duties: 

•    Promotes integration of technology and trains users on proper use of hardware and software.

•    Assists with new employee onboarding.

•    Assist with knowledge and skill development of IT staff.

•    Investigates, tests and implements solutions that negatively impact user experience and productivity.

•    Performs and/or oversees software and application installation and upgrades. 

•    Prepares and coordinates sending equipment out for repair.

•    Manages the day-to-day IT orders process.

•    Manages pc image process and keeps the pc image current.

•    Assists with network support issues such as user account creation, and network performance.

•    Maintains confidentiality with regard to all information obtained, stored or accessed by any user on the network. 

•    Assists personnel of other departments as a computer resource. 

•    Contact ISP and phone vendors for service interruptions and outages.  

•    Program phones, manage phone schedules and extensions.

•    Assists with server upgrades as needed.

•    Promotes a positive team atmosphere

•    Builds positive relationships of trust with other members of the organization

•    Other duties as assigned.

Qualifications:

•    High school diploma or equivalent required.

•    Some IT certifications highly desired.

•    Associates Degree or greater in IT preferred.

•    Two to four years’ minimum IT experience required.

•    Immaculate attention to detail.

•    Self-motivated.

•    The ability to explain complex technical terms in a user-friendly way.

•    Prior leadership experience desired.

Reports to:  IT Services Administrator

Classification:  Full time position; Non-exempt