G&A- CIO

Verbit.ai - Canonsburg, PA

Full-time - Mid Level

Remote - Canonsburg, PA

251-500 employees

About the position

The IT Support Lead is a hands-on role responsible for providing support services to Verbit employees, contractors, and business clients. This position focuses on delivering effective solutions and problem resolution for desktop and laptop computers, as well as mobile devices. The Lead engages with various stakeholders to resolve support requests, participate in projects, and maintain documentation while also providing training to both technical and non-technical personnel.

Responsibilities

• Manage configuration and deployment of all desktop and laptop computers
• Lead the IT Support Team
• Act as point of escalation and subject matter expert for team members
• Review issue resolution documentation and knowledge articles created by team members to confirm accuracy, maintain adherence to standards
• Assist with department and company-wide projects and initiatives
• Assist with interviewing, hiring, training, and mentoring department staff if requested
• Track trends of service requests and work with clients to mitigate recurring instances
• Review and improve client SLAs and metrics
• Perform advanced troubleshooting, configuration, administration, and repair for end user devices, email, Microsoft Office, file shares, Active Directory, and other infrastructure
• Maintain a deep knowledge and understanding of all client environments
• Provide tracking of leased desktop and laptop asset inventory
• Create and present weekly/monthly reports
• Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers
• Administer servers, desktop computers, printers, phones, personal digital assistants, smartphones, software deployment, security updates and patches
• Other duties as assigned by management.

Requirements

• Associate or Bachelor's degree in an IT related field or equivalent combination of education and experience
• 5+ years working in a fast-paced, rapid decision environment
• 5+ years providing direct external customer support (via phone and in person)
• 5+ years providing direct internal employee support (via phone and in person)
• 5+ years providing IT (desktop and software) support
• High proficiency with Microsoft Office software suite (Excel, Word, Outlook)
• High proficiency with desktop operating systems, specifically MS/Windows and MAC/OS
• High proficiency with laptop operating systems
• High proficiency with hardware and software technical support
• Excellent verbal and written communication skills
• Positive Customer Service approach and attitude
• Experience with Windows Deployment Server (WDS)
• Experience with Windows Server Update Services (WSUS)
• Experience documenting process and procedure for training and support purposes
• Experience with Helpdesk Ticketing systems (FreshService, ManageEngine)
• Experience with interactive meeting technology (MS Teams, ZoomWebEx, GoToMeeting, HighFive)
• Experience with mass deployment of software and hardware
• Experience with remote control support tools
• Previous experience providing mentoring and training
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Self-motivated and proactive individual

Benefits

• Flexible remote work opportunities
• Professional development opportunities
• Collaborative work environment
• Diversity and inclusion initiatives