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Lead Technical Support Analyst in Houston, TX at Search Services

Date Posted: 5/4/2018

Job Snapshot

Job Description

Job Purpose:

The Lead Technical Support Analyst, under the direction of the Sr. Systems Administrator, is responsible for installation, troubleshooting, and maintenance of MS, MacOS environments, commercial and custom software applications utilized on laptops, desktops, notebooks, VoIP and cell phone. Additionally, the Lead Technical Support Analyst is expected to provide guidance, development, training and issue resolution support to the Technical support team.

Responsibilities/Duties:

  • Provide onsite and remote technical assistance to end user requests logged via the ticketing portal, documenting troubleshooting steps and resolution.
  • Work with stakeholders ensuring timely deployment of equipment, software and resources for new and existing team members.
  • Manage AD user accounts, folder permissions, certificate administration, VoIP accounts, Office 365 and systems access based on company policies.
  • Provide guidance, triage and escalation support for support team members and facilitate creation of support processes, documentation and policies.
  • Assist with maintenance, creation, testing and deployment of new desktop and laptop images through SCCM.
  • Maintain inventory of hardware, installed software, license compliance and deployments.
  • Perform competitive pricing analysis of new hardware and software options, providing recommendations based on costs, risk, effort and benefit.
  • Work with vendors and stakeholders ensure timely delivery of approved products.

Skills/Qualifications:

  • 4-7 years of related work experience.
  • Proficiency supporting MS software stack - OS, Office, SQL, VB, Office 365, in a windows domain, including MacOS and iOS.
  • Experience supporting VoIP hardware and software phones.
  • PowerShell scripting, SCCM application and Imaging creation are a plus.
  • Current certifications are preferred.
  • Able to understand and suggest improvements to business and systems process flows.
  • Excellent communication skills, both verbal and written.
  • Confident decision-making skills.
  • Must be analytical and possess excellent problem-solving skills.
  • Excellent time management and organizational skills.
  • Possibility of occasional light travel.
  • Ability to commute to multiple office locations as needed.
  • Ability to lift up to 50 lbs.
  • Ability to work on-call, after hours as scheduled.