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Regional IT Support Lead

U.S. Multimodal Group
Franklin, USA
Full-time
Lead · 3+ years experience
Onsite
Discovered 1 weeks ago
Communication

Full Job Posting

KEY RESPONSIBILITIES

  • Log, update, and resolve all requests in the ticketing system within established SLAs.
  • Address user requests regarding help with hardware, software, and networking issues.
  • Travel to remote offices when the need arises for in-person support or project work.
  • Install, repair, and maintain desktop and laptop computers, peripherals, and related systems.
  • Provide end user support via remote assistance, in person, and telephone.
  • Support and enforce company information policies and procedures.
  • Assist in maintaining hardware and software inventory for asset management.
  • Participate in the on-call rotation to provide support after normal business hours and respond to emergency work requests in critical situations.
  • Escalate issues to senior IT staff when they fall outside your scope, affect multiple users, or present a security risk.
  • Follow the change management process for any change to network, server, or shared systems, and submit change requests before the work begins.
  • Assist in creating and maintaining knowledge base articles for common issues.
  • Perform other duties as assigned by leadership.

QUALIFICATIONS

  • Minimum of 3 years’ technical experience in a similar role supporting and managing Information Technology infrastructure and operating systems.
  • Advanced knowledge of and experience with Windows 11, Microsoft 365 Applications, TCP/IP Networking, security and anti-virus products, ITSM platforms, and troubleshooting hardware and software issues.
  • Preferred working knowledge of MDM platforms and Microsoft Teams Rooms hardware
  • Strong analytical, problem solving, and multitasking skills with a customer focused attitude.
  • Knowledge of Transportation Management Systems a plus.
  • Ability to perform remote troubleshooting and provide clear instructions.
  • Excellent interpersonal communication skills with proven ability to communicate effectively in both written and oral form to non-technical users.
  • Bachelor’s degree in computer science, related field, or equivalent industry experience.
  • Certifications (Preferred): ITIL Foundation, CompTIA A+, or Microsoft role-based certifications.

Preferred Qualifications

  • Preferred working knowledge of MDM platforms and Microsoft Teams Rooms hardware
  • Knowledge of Transportation Management Systems a plus.
  • Certifications (Preferred): ITIL Foundation, CompTIA A+, or Microsoft role-based certifications.

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