Job Title

Summary: The Lead IT Support Engineer delivers effective support to users, partners, and key stakeholders in a timely, professional, and customer-oriented demeanor. The Lead IT support Engineer will serve as the primary point for incoming support inquiries and ensure the reliability and operation of various end-user computing systems. This person will actively use our ticketing system to effectively manage support issues and communicate/document issues for escalation to support groups. They will also provide leadership and technical guidance to the entire support team. Essential duties/responsibilities: ● Provide technical assistance and day-to-day support for local and remote incoming inquiries related but not limited to computer systems, software, hardware, printers, and phones. ● Walk through the problem-solving process with staff both local and remote and respond via email, ticketing system, and phone after leveraging diagnostic programs and other utilities to find resolutions to problems. ● Help the team document processes and procedures, including troubleshooting steps, and write end-user instructional manuals, guides, and knowledge base articles to post and maintain on our service desk portal. ● Participate and conduct technology workshops for our end users. ● Ensure timely processing of on/off boarding staff (i.e., new hire/termination process). ● Utilize existing Curriculum Associates policies and procedures and apply in support situations as required. ● Assist with system patching and coordinate with the IT Infrastructure team on larger scale upgrades, deployments, and security initiatives. ● Provide technology assistance, coaching and guidance to the team. Required Job Skills and Abilities: ● Experience in IT Support Services, PC, Mac troubleshooting and problem resolution. ● Windows, MacOS and iOS experience is preferred. ● Have strong organizational skills, problem-solving skills, and are detail orientated. ● Have strong experience using and supporting multiple collaboration products. ● Have strong customer service skills with high concern for customer satisfaction. ● Good written and verbal communications skills. ● Knowledge of Helpdesk Applications. ● Experience providing tiered support with in-depth knowledge of desktop/application troubleshooting. ● MS Office 365 Productivity Suite, both past and current, with aptitude to pick up new application support quickly. ● Basic understanding of networking concepts, including DNS, DHCP, and TCPIP and how it relates to the desktop environment. ● Experience with desktop maintenance tools. ● Experience with Active Directory user and group administration. ● The ability to apply a clear and consistent troubleshooting methodology to support related issues. ● Experience with system provisioning suites. ● Enjoy working in a collaborative environment where priorities shift to meet the needs of the organization. Required Education and Experience: ● 10+ years’ experience in a relevant role preferred. ● Relevant certifications are advantageous.