Lead, IT Support Specialist

$56,035 - $90,584/Yr

Call The Car - Diamond Bar, CA

Full-time - Mid Level

Diamond Bar, CA

Transit and Ground Passenger Transportation

About the position

The Lead IT Support Specialist at Call the Car is responsible for overseeing and maintaining all IT systems within the organization, ensuring that all technology functions smoothly and efficiently. This role involves managing various IT infrastructures, including IVR systems, workstations, conferencing tools, and networking components. The specialist will provide hands-on support to resolve technical issues, which may include hardware and software troubleshooting, network connectivity problems, and system malfunctions. The position requires a proactive approach to IT systems management, ensuring that all systems are up-to-date and secure. In addition to technical support, the Lead IT Support Specialist will assist employees with IT-related issues, providing necessary training and support to enhance their use of technology. This role also involves managing conferencing tools to ensure they are properly configured for meetings and remote communications. The specialist will maintain accurate documentation for all IT systems, processes, and procedures, which is crucial for effective IT management and compliance. Collaboration is key in this position, as the specialist will work closely with other departments to understand their IT needs and provide tailored solutions that enhance productivity and efficiency. The role also includes planning and executing system upgrades, patches, and installations, as well as coordinating with external vendors for hardware and software procurement, repairs, and support. Overall, this position is vital for maintaining the integrity and functionality of the organization's IT infrastructure.

Responsibilities

• Oversee and maintain all IT systems, including IVR systems, workstations, conferencing tools, and networking infrastructure.
• Provide hands-on support to resolve technical issues, including hardware and software troubleshooting, network connectivity problems, and system malfunctions.
• Manage and maintain network infrastructure, including routers, switches, and firewalls, ensuring stable and secure connectivity.
• Assist employees with IT-related issues, providing training and support as needed to ensure efficient use of technology.
• Manage and support conferencing tools, ensuring they are properly configured and functional for meetings and remote communications.
• Maintain accurate and up-to-date documentation for all IT systems, processes, and procedures.
• Work closely with other departments to understand their IT needs and provide solutions that enhance productivity and efficiency.
• Plan and execute system upgrades, patches, and installations to keep IT infrastructure up-to-date and secure.
• Coordinate with external vendors for hardware and software procurement, repairs, and support.

Requirements

• Minimum of 5 years of experience in IT support and systems management, with a focus on onsite support.
• Proficiency in managing IVR systems, workstations, networking, conferencing tools, and related IT infrastructure.
• Strong analytical and troubleshooting skills, with the ability to diagnose and resolve technical issues quickly.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Cisco CCNA) are a plus.
• Ability to work independently and collaboratively with a team, providing leadership and guidance when needed.