Arco Construction Company - Downers Grove, IL
posted 4 months ago
As a Lead IT Support Specialist at ARCO, a Family of Construction Companies, you will play a pivotal role in leading the IT support team and ensuring the smooth operation of IT services across the organization. This position is designed for individuals who are not only technically proficient but also possess strong leadership qualities and a customer service mindset. You will be responsible for acting as a point of escalation for other Support Desk team members and end users, providing mentorship and guidance to ensure effective ticket resolution and adherence to best practices. Your role will involve establishing clear communication channels and delivering the highest level of support for problem incidents and new service requests, including priority one tickets. In addition to providing direct support, you will oversee new hire orientations and the deployment of desktop and software applications, ensuring a seamless onboarding experience for new associates. You will collaborate closely with business leaders and the technology team to facilitate office moves, technology installations, and system upgrades, while also monitoring ticket queues to meet service level commitments. Your responsibilities will include following established procedures for incident and problem management, implementing software changes, and providing ongoing training and documentation to end users as new systems are introduced. Your role will also involve gathering and presenting support metrics and key performance indicators to the Support Desk Manager, contributing to the development of improved processes and quality controls, and occasionally visiting other sites to ensure IT systems are functioning properly. You will be responsible for managing IT assets and providing general IT support, including hardware deployments and replacements. This position requires a proactive approach to problem-solving and a commitment to continuous improvement in IT service delivery.