IT Support Lead

Description

• Communicate with third-party vendors and managed services providers to address technical issues and escalate problems as necessary
• Document IT support policies/procedures/escalations that standardize routine service delivery and paths to fulfillment
• Assist internal stakeholders on-site or remotely with technical support of computers, applications and related technology.
• Work proactively to verify that systems are working properly and follows-up as necessary after service calls or service requests to ensure resolution.
• Work with team members and other members of the global teams such as, infrastructure, security, cloud, and applications, teams to prioritize workload.
• Install, maintain, and update the software on company computers, including Microsoft Windows components, Microsoft Office components (including Outlook) and other products/solutions purchased for specific purposes.
• Assist the Network Administrators and/or network engineers in administrating LAN, WAN, and WLAN networks and perform routine network maintenance.
• Aid the Network Administrators or network engineers in maintaining detailed records of equipment and software. Aid in the documentation process.
• Install, maintain, and replace hardware components on company computers, including cleaning interior and exterior areas and peripherals.
• Prepares and re-allocate used hardware as directed; move computer equipment from one site to another. Maintain inventory of IT Assets.
• Assist in ensuring compliance with established company standards and policy regarding the use of technical resources.
• Assist in the Active Directory administration including adding and removing users, groups, printers and managing user permissions.
• Perform other duties as assigned.

• High School Diploma is required. Bachelor’s degree in computer related field in preferred.
• Three (3) years of experience in an IT support or IT Network Administrator role is required.
• IT Technical Certifications, such as CompTIA A+ Certification, Microsoft Certified Professional (MCP), or ITIL Foundation is preferred.
• Great understanding of networking concepts including IP addressing, switching, routing, and basic firewall concepts is required.
• Experience supporting Microsoft Windows OS, MS Office O365, Desktops, laptops, handheld scanners, printers and copiers is required.
• Experience with general network troubleshooting TCP/IP, VPN, Switches, and Firewalls is required.
• Must possess a strong understanding of wireless connectivity and experience dealing with external ISP and telephone vendors.
• Experience using ITSM Solutions, Web-Based Active Directory Management, Security Encryption and DLP Solutions, PIM and PAM solutions, and different Telephony Solutions is a plus
• Familiarity with MECM in a On-Premises/Hybrid/Cloud-based capacity is a plus.
• Familiarity with Telephony Solutions, especially Teams Voice, is a plus.
• Familiarity with managing IT for the agriculture/manufacturing industry is a plus.
• Must be a self-starter and able to work efficiently without direct supervision.
• Must work effectively in a team environment and with individuals at all levels of the organization.
• Proven ability to always display a professional and respectful demeanor is required.
• Ability and willingness to travel up to 25% of the time is required.
• Ability to work extended hours as required by the business during peak season, which could include weekends and holidays, is required.
• Ability to troubleshoot and problem-solve complex technical IT issues is required.
• Ability to maintain confidentiality of sensitive information is required.
• Excellent communication skills, both verbal and written, are required.