ECSG - TX - Lead IT Client Support Technician

American National • League City, TX

2d • Onsite

About The Position

The technical lead is the resident technical expert for all client support technicians. Their role is to provide technical insight, mentorship, training, and innovation using automation, scripting, and analytic tools. This role collaborates with various teams to provide triage and recommendations for hardware/software and asset management needs. These individuals will often lead or partner in project and compliance needs for the Enterprise. This is the highest technical position available without management responsibilities. This position will be onsite in League City, TX.

Requirements

• Bachelor's degree.
• Eight to 10 years of experience.
• Experience mentoring and/or indirectly leading.
• Eight years or more of work in an IT desktop or Service Management related field.
• Demonstrated ability to develop and implement packaged installations.
• Proven understanding of Virtual Desktop Infrastructure; remote desktop protocol, and support tools and network analytic tools for automation and innovation of current processes.

Nice To Haves

• Eight years of work in an IT desktop or Service management related field with an emphasis on enhanced customer service and support.

Responsibilities

• Demonstrates the ability to escalate complex issues in lieu of involving management, escalating when appropriate.
• Obtains the ability to closely monitors the ticket queue for escalated and impending overdue tickets. Strive to ensure that SLAs are met.
• Guides and mentors technicians on process and monitors consistency.
• Obtains the ability to anticipate and monitor trends affecting the department and actively plan and implement improvements to provide quality consistent service to customers.
• Demonstrates the ability to work closely with Tier III support to maintain user policies and permissions and ensure proper rights for users on the network.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees