IT Support Specialist Lead

The Opportunity

The Support Desk Lead works within a geographically dispersed IT team to handle escalated support requests, deploy and maintain physical and virtual devices, collaborate on trend identification and resolution, and provide training and documentation. As the most senior member of the support desk team, this role requires in-depth technical knowledge, and proven leadership abilities to mentor junior technicians, drive process improvements, collaborate on IT projects, and manage vendor relationships.

What You’ll Do

• Expert-level troubleshooting skills across multiple technologies, including Windows operating systems, networking fundamentals, and Teams room video conferencing systems.
• Proven ability to guide and mentor junior roles, sharing knowledge and best practices to improve their problem-solving skills.
• Demonstrated ability to identify opportunities to streamline help desk processes and workflows to improve efficiency and customer satisfaction.
• Ability to resolve escalated technical issues creatively and quickly, ensuring SLAs are met.
• Proven ability to work collaboratively with a geographically dispersed IT team and other departments to identify and resolve trends.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to create and maintain accurate technical documentation, including procedures, standards, and best practices.
• Diligent adherence to information security policies and best practices.
• Ability to complete projects and tasks within scope guidelines.
• Experience in partnering with external vendors for hardware and software support.
• Assist with company patch management, antivirus, and data loss prevention.
• Own specific IT support tools and/or processes.
• Participate in hardware and software reviews, making recommendations for purchases.
• Identify potential system improvements for IT management consideration.
• Recommend standards for end-user device hygiene and efficiency.
• Identify user issue trends and escalate as needed.
• Provide local IT support to remote Enterprise Technology team members.

 

What We Expect from You

Education and Work Experience 

• Associate degree in IT required, Bachelor’s degree preferred.
• Minimum of 6 years’ experience with Help Desk or IT support related field.
• Extensive experience with PC hardware, software applications, operating systems, and network connectivity is required.
• Experience related to client/server security.
• Experience with imaging software a plus.
• Previous experience in an engineering environment a plus.
• Experience in leading or influencing teams a plus.
• Must have authorization to work permanently in the U.S.

Knowledge and Skills   

• Knowledge of IT systems including but not limited to Microsoft Windows Server, Windows 10/11, Office365, and computer hardware.
• Must possess well-rounded knowledge of commonly used concepts, practices and procedures.
• Ability to effectively troubleshoot by applying logical analysis and problem-solving techniques.
• Demonstrates excellent verbal/written communications, time management, interpersonal and organizational skills.
• Demonstrates the ability to be organized, effectively prioritize, and work on multiple projects and meet deadlines by setting priorities.
• Demonstrates the ability to be organized, effectively prioritize, and work on multiple projects and meet deadlines by setting priorities.
• Requires analytical thinking, time management skills, and most importantly excellent customer service skills. 

Physical Requirements/Working Conditions

• Minneapolis in-office support is required, but flexibility is offered.
• Requires the ability to lift up to 50 lbs.
• Requires the ability to travel infrequently.
• Requires a valid driver’s license and insurable driving record.
• Requires prolonged sitting with occasional walking, standing, bending, stooping and stretching.
• For complete information on the physical demands of this job, see HR

 

As you consider applying for a position at Ulteig, we encourage you to think outside the box – because we do! You might not meet 100% of the skills listed in a description, but we are committed to hiring people with exceptional talent, ability and potential, and then creating an environment where they can become the best v