IT Support Lead

Helios HVACR Services•Maitland, FL

8h•$0 - $85,000•Onsite

About The Position

The IT support lead will empower our team by maximizing their proficiency and productivity within our IT Service Team. The IT support lead will drive operational excellence while providing technical guidance, managing daily operations, ensuring timely resolution of user issues, and implementing improvements to the overall IT support process within an organization, often including hands-on troubleshooting of complex technical problems while also acting as a point of escalation for the team. By achieving these goals, you will play a crucial part in our business success, ensuring high user satisfaction, minimizing errors, and solving end user problems. Join us in making a lasting impact on our service team!

Requirements

Strong understanding of IT infrastructure including hardware, software, networking, and operating systems
Proven experience in troubleshooting complex technical issues
Excellent customer service skills and ability to effectively communicate with users at all levels
Ability to prioritize tasks and manage workload effectively
Strong analytical and problem-solving skills
Knowledge of ticketing systems and IT service management practices
Attention to detail and accuracy, knowledge of compliance standards and best practices
Excellent Project Management skills

Nice To Haves

Personable, excellent communicator, able to foster strong relationships
Strong technical skills, project experience and analytical knowledge
Adaptable and Team Player
Relevant IT certifications a plus

Responsibilities

Mentoring and sometimes leading other IT support technicians.
Foster a positive team culture focused on customer service and problem-solving.
Provide technical expertise to resolve complex IT issues escalated from the support team.
Troubleshoot hardware, software, network connectivity problems, and user access issues.
Stay updated on latest technologies and industry trends to ensure effective problem resolution.
Monitor and prioritize incoming support tickets, ensuring timely response and resolution.
Escalate critical issues to relevant stakeholders and manage incident response process.
Conduct post-incident reviews to identify root causes and implement preventive measures.
Collaborate with other IT teams on projects related to infrastructure upgrades, software deployments, or new technology implementations.
Maintain all documentations for deployment, maintenance, upgrades, and problem resolution activities.
Communicate with users to identify their requirements and facilitate the process for continuous improvement.
Lead training for new IT technicians.
Ownership of the ITSM/PSA platform.