Heath Consultants
Lead IT Service Support Specialist
Heath Consultants, Houston, Texas, United States, 77246
Since 1933 Heath Consultants Incorporated is the leading provider of services and equipment to the natural gas and utility industry. Heath develops and manufactures its equipment in its own world-class facility located in Houston, TX.
The Lead, IT Service Support Specialist serves as a key figure in the organization's IT support infrastructure, playing a critical role in resolving complex technical issues that cannot be handled by Level 1 & 2 technicians. This role requires an individual with a strong technical background and the ability to navigate challenging IT issues effectively.
In addition to providing escalated support, the Lead, IT Service Support Specialist is tasked with the mentorship and development of the less experienced team members, fostering a culture of continuous learning within the support team. They ensure that the team is abreast of the latest troubleshooting techniques and IT support protocols, in order to provide the highest level of service to end users.
RESPONSIBILITIES:
Provides escalated support for complex technical issues beyond the scope of junior team members.Documents, tracks, and monitors support requests submitted by end-users and ensure timely response and resolution of such requests while adhering to the established IT processes and controls.Assist in maintaining support call queue by answering calls submitted to helpdesk line.Assists in the training and development of Level I & II Specialist, providing mentorship and guidance.Leads initiatives for process improvement, efficiency gains, and troubleshooting protocol enhancement.Works closely with the supervisor in creating and maintaining IT policies and procedures.Develops, defines, and communicates technical service policies/procedures for products supported by the service desk team.Participates in special projects that enhance the quality and/or efficiency of service desk services.Assists with maintaining software licensing by following the defined process when installing, upgrading, or deleting software.Coordinates with vendors for the procurement, installation, and troubleshooting of software and hardware.Adheres to IT policies, procedures, and system controls and follows change management processes where applicable.Participates in the development of project plans, service desk processes for various level of support, and communicate issues. In addition will also assist in the creation and updating of IT processes and procedures.Adheres to IT policies, procedures, and system controls and follows Heath’s change management processes where applicable.Performs other related duties as assigned.KNOWLEDGE, SKILLS, AND EXPERIENCE:
Bachelor’s degree in a related field or equivalent experience in role.4-5+ years of hands-on experience in a call center or helpdesk environment with flexibility in shift work and experience troubleshooting end-user technology, both hardware and applications.A+, Network + and similar certifications required. ITIL Foundations is a plus.Solid understanding of computer and network systems, LANs, WANs, Internet, or Intranet.Experience with creating technical documentation including end-user manuals and technical drawingsSolid understanding of networking fundamentals including Active Directory, DNS, and TCP/IP.Experience with O365 and mobile device support, iOS preferred.Experience with remote access tools: TeamViewer, Desktop Central, and RDP.Knowledge of PC hardware configurations, including network printers, VoIP phones, peripherals, and related software.Experience with disk imaging, endpoint protection software, and printer installation, troubleshooting and maintenance; minor office reconfigurations.Asset Tracking (installation, maintenance, changes, and surplus equipment).Knowledge of latest Windows OS and MAC OS.Strong leadership and mentoring abilities.
SALARY RANGE: $70,000 - $85,000
This is a HYBRID Position (3 Days in Office/2 Days Remote) located near Hobby Airport Houston, TX
Offers of employment are contingent on passing a pre-employment background check and drug screening
Heath Consultants Incorporated is an equal opportunity employer and offers competitive salary
#ZR
The Lead, IT Service Support Specialist serves as a key figure in the organization's IT support infrastructure, playing a critical role in resolving complex technical issues that cannot be handled by Level 1 & 2 technicians. This role requires an individual with a strong technical background and the ability to navigate challenging IT issues effectively.
In addition to providing escalated support, the Lead, IT Service Support Specialist is tasked with the mentorship and development of the less experienced team members, fostering a culture of continuous learning within the support team. They ensure that the team is abreast of the latest troubleshooting techniques and IT support protocols, in order to provide the highest level of service to end users.
RESPONSIBILITIES:
Provides escalated support for complex technical issues beyond the scope of junior team members.Documents, tracks, and monitors support requests submitted by end-users and ensure timely response and resolution of such requests while adhering to the established IT processes and controls.Assist in maintaining support call queue by answering calls submitted to helpdesk line.Assists in the training and development of Level I & II Specialist, providing mentorship and guidance.Leads initiatives for process improvement, efficiency gains, and troubleshooting protocol enhancement.Works closely with the supervisor in creating and maintaining IT policies and procedures.Develops, defines, and communicates technical service policies/procedures for products supported by the service desk team.Participates in special projects that enhance the quality and/or efficiency of service desk services.Assists with maintaining software licensing by following the defined process when installing, upgrading, or deleting software.Coordinates with vendors for the procurement, installation, and troubleshooting of software and hardware.Adheres to IT policies, procedures, and system controls and follows change management processes where applicable.Participates in the development of project plans, service desk processes for various level of support, and communicate issues. In addition will also assist in the creation and updating of IT processes and procedures.Adheres to IT policies, procedures, and system controls and follows Heath’s change management processes where applicable.Performs other related duties as assigned.KNOWLEDGE, SKILLS, AND EXPERIENCE:
Bachelor’s degree in a related field or equivalent experience in role.4-5+ years of hands-on experience in a call center or helpdesk environment with flexibility in shift work and experience troubleshooting end-user technology, both hardware and applications.A+, Network + and similar certifications required. ITIL Foundations is a plus.Solid understanding of computer and network systems, LANs, WANs, Internet, or Intranet.Experience with creating technical documentation including end-user manuals and technical drawingsSolid understanding of networking fundamentals including Active Directory, DNS, and TCP/IP.Experience with O365 and mobile device support, iOS preferred.Experience with remote access tools: TeamViewer, Desktop Central, and RDP.Knowledge of PC hardware configurations, including network printers, VoIP phones, peripherals, and related software.Experience with disk imaging, endpoint protection software, and printer installation, troubleshooting and maintenance; minor office reconfigurations.Asset Tracking (installation, maintenance, changes, and surplus equipment).Knowledge of latest Windows OS and MAC OS.Strong leadership and mentoring abilities.
SALARY RANGE: $70,000 - $85,000
This is a HYBRID Position (3 Days in Office/2 Days Remote) located near Hobby Airport Houston, TX
Offers of employment are contingent on passing a pre-employment background check and drug screening
Heath Consultants Incorporated is an equal opportunity employer and offers competitive salary
#ZR