Systems Support Lead

Company: Ozarks Electric Cooperative

Updated: 4/3/2019


POSITION SUMMARY The Systems Support Lead implements, operates, maintains, and repairs a variety of hardware and software systems in a highly diverse technical environment. He or she will demonstrate comprehensive knowledge of PC- and server-based systems in a LAN/WAN environment. The Systems Support Lead will oversee the Systems Support Team and provide primary end-user support for all PC- and server-based systems in the Cooperative. REPORTING RELATIONSHIPS Reports to: IT Assets and Support Administrator Supervises: None. Position is expected to work in collaborative team setting, providing direction and support to junior ranked positions. MAJOR RESPONSIBILITIES Provides exceptional first line support for our employee base and acts as the point of contact for all support related activities. Manages the day to day Help Desk function to provide technical support in use of IT supported hardware and software, including servers, PCs, Telephone systems, mobile devices, printers, Macs, LAN/WAN/VMWARE troubleshooting and repair as necessary. Leads, mentors and develops the Systems Support/Help Desk team to resolve computer hardware and software problems. Manages all aspects of support services: planning and performance reporting, streamlining support resolution processes, escalation of priority issues, and provides support for implementation and deployment of systems. Ensures the support group meets established deadlines and service level agreements. Prioritizes issues and assignments involving coordination of resources with second-level support and other IT personnel. Designs and implements request handling and escalation policies and procedures. Manages knowledge and documentation of information to improve support. Assists in the development, coordination, and maintenance of the Help Desk ticket system and related schedules, reports, and metrics. Defines and documents implementation standards and installation procedures on all supported environments Installs, configures, troubleshoots, and maintains computer hardware, software, and data communication equipment; loads, tunes, configures, and upgrades operating systems for PCs, mobile devices, and Macs. Diagnoses and resolves computer problems; analyzes end-user requirements and recommends appropriate solutions. Maintains and administers variety of computer systems; customizes and enhances computer software configurations; evaluates system performance and reports to management; performs preventative maintenance of equipment. Recommends replacements and related system changes. Develops and maintains software licensing, maintenance, and other misc. databases for PCs and peripheral equipment. Develops and maintains other misc. files and databases pertinent to the operation of the IT Department support group. Maintains inventory of hardware and software; maintains a record of work activities including installation, repair, maintenance, replacement, and testing of computer hardware and software; develops and maintains system documentation. Participates periodically in after hours on-call rotation The Systems Support Lead shall be required to perform any other duties assigned to fulfill the objectives of the Cooperative. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities. EXTERNAL RELATIONSHIPS Vendors: To evaluate and order new equipment. To report equipment malfunction, resolve hardware and software issues, and/or to keep updated on current technology POSITION REQUIREMENTS Job Knowledge, Training and Education: High school diploma or equivalent and at least two years of college level computer science or equivalent technical training certification is preferred or may substitute with five years' experience in the installation, setup, troubleshooting and maintenance of computers and peripheral equipment in a networked environment. CompTIA A+ and Network+ Certification or equivalent required. Must maintain up-to-date knowledge of uses and functions of IT equipment and related technical requirements. Technical Requirements Advanced knowledge of Microsoft Windows (7 & 10) including configuration, driver installation, and general troubleshooting Advanced knowledge of Apple OS including configuration and general troubleshooting Advanced knowledge of Printer troubleshooting and repair Basic knowledge of Apple iPhone and iPad Basic knowledge of Office 365 Basic knowledge of networking in a Microsoft environment (TCP/IP, DHCP, etc.) Basic knowledge of PC hardware and repair Basic knowledge of Active Directory Basic knowledge of Windows file-sharing and permissions Basic knowledge of Remote Desktop Equipment Operated: All specific equipment related to Information Technology as well as routine office equipment. Abilities and Skills: Must demonstrate the ability to communicate technical information both written and verbally to immediate supervisors, peers and end users. Must be able to perform complicated research, reporting, and querying of data. Must have a high level of client service experience and possess strong analytical and problem-solving ability. Physical Effort: Occasional lifting, up to 30 pounds, required. Normal vision and hearing required. Working Conditions: Work is performed in an office environment with higher and/or longer noise level than average. Weekends, evening hours, overtime and/or overnight travel may occasionally be necessary. For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.