IT Support Lead

True Anomaly•Denver, CO

35d•$100,000 - $140,000•Onsite

About The Position

We are seeking an experienced IT Support Lead, to join our growing team. The IT Support Lead will be responsible for providing support and overseeing the team providing Tier 1 & 2 technical support to employees, as well as maintaining and troubleshooting computer systems, networks, and hardware. This role requires excellent problem-solving skills, attention to detail, and the ability to work well under pressure.â¯â¯You will manage the incoming queue and be the expert support person before the issue needs to escalate.

Requirements

Bachelor's Degree or combination of experience and industry leading certifications (Network+, Security+, CCNA, Microsoft Certifications).
Minimum 5+ years of experience in IT support or end-user desktop support.
Minimum 3+ years of experience in a management position.
Great customer service skills.
Strong knowledge of computer systems, networks, and hardware.
Excellent troubleshooting and problem-solving skills.
Proficient in Powershell/Bash scripting.
Demonstrated proficiency with Windows and Mac OS.
Demonstrated proficiency with MDM tools (Such as: Intune, JAMF, BigFix).
Experience with remote support tools and technologies.
Experience with cloud-based technologies and services (e.g., Azure, O365 GCC-High).
Develop recommendations for procedures to prevent problems.
Ensures ongoing usability of client computers, peripheral equipment, audio/visual systems, and software within established Information Systems standards and guidelines (i.e., desktops, laptops, MAC's, printers, copier, etc.).
Delivers consistent, reliable service. Ensure users' needs are being met for every request/incident that is processed.
Experience supporting engineers with SolidWorks / Autodesk products.
U.S. Citizen and eligible for DoD Secret or TS/SCI clearance.

Nice To Haves

Experience with aerospace or high-tech manufacturing.
Current active DoD TS/SCI clearance.

Responsibilities

Manage the IT support team, ensuring all day-to-day activities are delt with in a timely manner. Working to ITIL standards.
Be responsible for the support desk ticket queue and delegation of tasks. Creating reports showing support desk load and hitting SLA's.
Help serve as the first point of contact for all IT issues, managing requests via phone, email, remote tooling (teams/BigFix) and in-person interactions.
Troubleshoot and resolve technical issues related to computer systems, networks, and hardware.â¯Onboarding and offboarding.
Ensure ongoing usability of client computers, peripheral equipment, audio/visual systems, and software within established Information Systems standards and guidelines (i.e., desktops, laptops, MAC's, printers, copier, etc.).
Install, configure, and maintain computer systems, networks, and hardware.
Maintain accurate documentation of technical support requests and resolutions in Jira and Confluence. Monitor and maintain system performance and security.
Assist with the deployment and maintenance of new hardware and software including Mac OSX and Windows products, True Anomaly engineering software, and O365 tooling.
Collaborate with other IT team members to ensure timely resolution of technical issues.
Participate and coordinate demanding on-call rotations to provide IT/Technical support 24/7.
This position requires the ability to respond to critical tickets/incidents outside of regular working hours. The role includes participation in a 24/7 on-call rotation to support the mission.