IT Tech Support Supervisor / IT Technician

Massanutten Resort

22h

About The Position

This role manages IT support incidents and requests; assigns tasks and verifies assignments are completed in a timely, efficient, and thorough manner. Ensures issues and resolutions are documented to maintain the internal knowledgebase, and that future issues are resolved per SLA guidelines. Will act as a level 2 escalation point for IT support issues along with the appropriate internal or external resources. Perform troubleshooting, installation, and maintenance of computer and peripheral hardware and software, including managing computer system lifecycles. Collect and evaluate IT support metrics and adjust policies and procedures to increase performance and end user satisfaction. Engages end users after service ticket completion to ensure excellent customer service. Manage IT projects and initiatives, either individually or as a member of a team.

Requirements

Perform duties with patience and professionalism, and a strong customer-service mindset
Strong troubleshooting skills with attention to detail and problem resolution ownership
Advanced PC knowledge, including componentry, interfaces, and peripherals, such as printers, scanners, etc. Advanced knowledge of Windows operating systems and Microsoft Office applications
Knowledge of Windows networks, domain structure, and Active Directory environment
Knowledge of Office 365 including, but not limited to, Azure, Exchange, and Administration
2-4 years of prior experience in a technical support role
1-3 years in a supervisory role
CompTIA A+ Certification or equivalent (must be obtained within 1 year if not already possessed)

Nice To Haves

Advanced networking knowledge including CLI, Routing, NAT, and Firewall Rules
Knowledge of network components and protocols and the ability to troubleshoot connectivity problems
Advanced knowledge of Azure components, including both Azure Cloud Hosting and Azure Active Directory
Additional technology certifications
Bachelor’s Degree in relevant field

Responsibilities

Manage daily IT support operations, ensuring incidents and service requests are prioritized and resolved in alignment with internal service-level agreements (SLAs)
Own and continuously improve IT Service Management (ITSM) processes, including Incident, Request, and Problem Management
Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends on reported issues as well as develop SLAs for the support team
Drive a high-quality end-user support experience, ensuring timely communication, resolution, and follow-up
Provide technical assistance and support for incoming request of computer systems; both software and hardware related
Perform computer and network troubleshooting/documentation and determine when problem escalation to other internal IT Teams or external vendors as required
Create and oversee user account provisioning, deprovisioning, and access control in alignment with company policies
Responsible for maintaining upgrades and patches for operating systems and applications.
Maintain Inventory of all hardware and manage end user systems life cycles
Ensure adherence to IT security policies and secure configurations
Deploy and Maintain desktop computers, laptop computers, printers, phones, smartphones, tablets, software, security updates and patches
Place and code orders for computer, network, and printer supplies approved by IT Management
Ensure IT support staff coverage during holidays and weather-related events.
Responsible for team management, goal setting, provides regular feedback, and coaching.
Provide regular reporting and insights to IT leadership, including risks, performance gaps, and improvement opportunities
Other duties as assigned by management