Technology Support Lead

Portsmouth Public Schools•Portsmouth, VA

About The Position

The Technology Support Lead (TSL) serves as a technical team leader overseeing the activities of other Information Technology Technicians or Technology Support Specialists (TSS) performing technology technician assignments which are recognized as the most complex. The TSL will report directly to the Customer Support Supervisor (CSS). The TSL will lead and assist in the delivery of technical assistance to end users in the organization supporting various types of hardware and software programs that fulfill business, operational, and instructional objectives. This includes troubleshooting hardware and software applications for all internal customers. The TSL is also responsible for assisting in the design, delivery, and improvement of the division's distributed desktop support group by training Technical Support staff on support process and procedure; developing quality control benchmarks; leading project teams; providing second tier support on technical issues. The TSL role is to ensure that end users are receiving consistent, appropriate, and timely assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user technical assistance requests, including the monitoring, tracking, and coordination of TSS functions and activities. The TSL will also contribute to problem resolution by giving in-person, hands-on support to end users.

Requirements

Considerable knowledge of Microsoft Windows and network computing environments, to include local and wide area network, workstation/laptop connectivity, network application software installation, software backup and restore, workstation operating systems (Microsoft OS), network topologies, and peripheral equipment & devices
Strong interpersonal communication skills.
Ability to work well and get along with a variety of customers and technical personnel even in the most stressful situations
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques
Able to develop and interpret technical documentation for training and end user procedures
Knowledge of trends in technology relating to software applications
Experience with database applications for query and problem tracking
Good understanding of the organization's goals and objectives
Maintain knowledge of current and future technologies.
Associate degree in a computer-related field or technical institute and two or more years' field experience maintaining a network and supporting customers OR MCTS and A+ certification with five or more years' field experience maintaining a network and supporting customers.

Responsibilities

Create and deploy feedback mechanisms for end users.
Analyze results, make recommendations for support process improvement, and implement changes.
Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
Evaluate current technology support process and provide feedback to Customer Support Supervisor (CSS)
Document best practice processes and procedures
Conduct research into software application products and services in support of development and purchasing efforts.
Provide support for the testing of new and existing software applications under development or consideration for purchase.
Provide training and documentation on the support and installation of new and existing software applications.
Supervise and coach a team of TSS's in support of the school division's technology mission and vision.
Assure quality and accountability of team activities and assignments
Provide training and coaching on various technologies, business processes and customer service techniques.
Provide reports to senior leadership on team activities and effectiveness
Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.
Communicate technical problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Maintain and enhance the performance of all new and existing hardware and software applications across the organization.
Post software updates, drivers, knowledge bases, and frequently asked questions resources on the company intranet to assist in problem resolution.
Manage and/or provide guidance to junior members of the team.
Other duties as assigned.