Job Description :
Technical Lead for State Of Georgia
Location: Atlanta, GA
Duration: 12+ Months
Req ID: 54168

The IT Support Specialist Lead provides high level support via the telephone, using remote desktop tools or should the need arise attends the user’s division location. The individual provides support to all DECAL Information Technology users and IT Infrastructure Teams.
The IT Support Specialist Lead is responsible for training all new support processes, policies, and incident tracking systems.
The Lead works with our Application Service Teams to ensure any incidents that cannot be resolved are escalated appropriately and work with the Application Service Teams on new software releases.
Assist IT Support Supervisor in leading the IT Support Specialist Team and customer problems are resolved correctly, on time with friendly service, will also serve as an IT Training for bi-monthly onboarding. IT Support Specialist Lead will handle junior network administration duties related to account administration and building client machines with SCCM.


Please list Responsibilities

1 Under broad supervision, provides management information system user support on a continuing basis either by phone or site visit. Troubleshoots end-user problems. Analyzes and designs software modifications to meet users'' needs. May develop and conduct training programs for software/hardware users. Owns assigned tasks.

Provides advanced technical assistance and support for incoming queries and issues related to agency computer systems, software (e.g. Windows 7/10, Office 2013-16, IE browsers, etc, and hardware from users. Provides assistance in person, over the phone, by remote control, walk-ins, and desk side.
Supports and responds to 750 user’s problems and 2400 devices in a timely fashion, demonstrating courtesy and respect with customers to ensure complete problem resolution and satisfaction through appropriate follow-up.
Tracks all user problems in the agency tracking system.
2 Distributes and reviews user equipment as required, updates inventory asset management systems with assigned equipment. Ensures equipment is clean, up to date and operational. Provides installation and assistance for laptops, desktops, printers, scanners, cell phones, air cards, and other assigned peripherals.
3 Troubleshoots desktop and network printing problems for various vendor printing devices. Resolves issues submitted from the help desk Telecom admin; escalates issues to the Systems Administrator when necessary. Places support calls through online problem tracking system for each vendor’s printers/copiers to include HP, Dell, Canon, Gordon, Verizon, Lenovo, and others. Tracks problems in tracking system, ensuring vendor support and follows through until problem is rectified.
4 Advanced level understanding and operational knowledge of Windows Operating Systems and applications, security software, Microsoft Office applications, various browsers, Go To Meeting, and agency applications.
5 Provides advanced level experience to users on various vendor wireless networks. Understanding of home wireless networks and router setups. Supports telecommunication devices and services.
6 Ascertains advanced level IT problems from the working level support specialist and assists with difficult trends for reporting to IT management at weekly meetings.
7 Advanced level experience for training users on use of IT hardware and software (e.g.: laptops, portable printers, login, GroupWise Email Create user support documentation and instructions for users.
8 IT Support Specialist Lead works with the Application Service Teams when incidents must be escalated for resolution. The lead supports agency proprietary clients and web applications in use by agency programs.
9 Assists IT Support Supervisor in customizing Incident Tracking System and assist systems to increase the efficiency of the helpdesk staff and customer response times. Assists with gathering reports and providing data to IT Support Supervisor for problem trends and resolutions.
10 Leads IT Support Team on project tasks – Assigned high level work that is challenging to meet the demands of dynamic workplace requests.
11 Take part in bi-monthly training to new hires, end users, and IT support team. Actively involved in O365 and Skype trainings.
12 JR NETWORK ADMIN DUTIES
Assist with supporting onboarding/offboarding account modifications
Assist with managing SCCM computer modifications
Assist with McAfee Disk Encryption support
Assist with Printer/Copier Administration

13 Must be able to multi-task, prioritize problems, and manage time to ensure timely resolution of responsibilities. The individual will work in a team environment as a lead, and has primary responsibility for IT support tickets, and demonstrates an ability to communicate with agency personnel beyond providing and receiving instructions. Can coincide with other co-workers or peers without exhibiting behavioral extremes. Performs work activities requiring negotiating, instructing, persuading or speaking to others; and respond appropriately to constructive criticism from a supervisor. The ability to perform work unsupervised, make certain decisions independently and understand appropriate timing to escalate problems.
Distributes user requests to other support desk staff when high call volume or work is at peak levels. This position occasionally requires evening and weekend work.
Must be able to lift 40 pounds.



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Client : State of Georgia