Verbit Support Team Lead 

United States, Pennsylvania 

532751124

Essential Duties and Responsibilities:

The scope of work may include but is not limited to the following:

• Manage configuration and deployment of all desktop and laptop computers
• Lead the IT Support Team
• Act as point of escalation and subject matter expert for team members
• Review issue resolution documentation and knowledge articles created by team members to confirm accuracy, maintain adherence to standards
• Assist with department and company-wide projects and initiatives
• If requested, assist with interviewing, hiring, training, and mentoring department staff
• Track trends of service requests and work with clients to mitigate recurring instances
• Review and improve client SLAs and metrics
• Perform advanced troubleshooting, configuration, administration, and repair for end user devices, email, Microsoft Office, file shares, Active Directory, and other infrastructure.
• Maintain a deep knowledge and understanding of all client environments.
• Provide tracking of leased desktop and laptop asset inventory.
• Create and present weekly/monthly reports
• Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers.
• Administer servers, desktop computers, printers, phones, personal digital assistants, smartphones, software deployment, security updates and patches.
• Other duties as assigned by management.

Minimum Qualifications:

• Associate or Bachelor's degree in an IT related field or any equivalent combination of education and experience which provides the required knowledge, skills, and abilities.
• 5+ years working in a fast paced, rapid decision environment
• 5+ years providing direct external customer support (via phone and in person)
• 5+ years providing direct internal employee support (via phone and in person)
• 5+ years providing IT (desktop and software) support
• High proficiency with Microsoft Office software suite (Excel, Word, Outlook)
• High proficiency with desktop operating systems, specifically MS/Windows and MAC/OS
• High proficiency with laptop operating systems
• High proficiency with hardware and software technical support
• Excellent verbal and written communication skills
• Positive Customer Service approach and attitude
• Experience with Windows Deployment Server (WDS)
• Experience with Windows Server Update Services (WSUS)
• Experience documenting process and procedure for training and support purposes
• Experience with Helpdesk Ticketing systems (FreshService, ManageEngine)
• Experience with interactive meeting technology (MS Teams, ZoomWebEx, GoToMeeting, HighFive)
• Experience with mass deployment of software and hardware
• Experience with remote control support tools
• Previous experience providing mentoring and training
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Self-motivated and proactive individual

Supervisory Responsibilities

• This job has supervisory responsibilities.

We’re a group of:

· Tech-savvy individuals who are always open to more growth and learning opportunities

· Adaptable and flexible people who thrive in a fast-paced, startup environment

· Creative minds who rethink and question how to outperform past results