It Support Lead

Job Title: IT Support Lead

Location: Dayton, OH

Reports To: IT Manager

FLSA Status: Salary; Exempt

Classification: Full-time

Job Summary: OPSPro specializes in providing small businesses and government contractors with compliance and operational support to include HR, Payroll, Accounting, Contracting, and IT.

Candidate will provide end user support for local and virtual users. Install, support, and maintain local and virtual networks and computers. Deploy new infrastructure equipment including local area networks, wireless networks, servers and related office infrastructure. Ability to work both independently, and as part of a cross-functional team while handling multiple tasks concurrently. Support and maintain corporate application systems for email and intranet. Willingness to take on new projects and responsibilities. Contributes to a positive team/work environment while continually seeking ways to enhance contributions to the team.

Essential Duties and Responsibilities: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Provide virtual and in-person technical support, incident, and problem management to end users on technology issues regarding computer operations and networks including software support and administration, installation, setups, error messages, system status, and downtime procedures, etc.
• Manage and maintain Microsoft 365 users, licenses, and applications such as Exchange, SharePoint, Teams, Microsoft 365 Groups
• Troubleshoot and support software applications and business processes, troubleshoot and repair new or existing hardware. Analyze and test new hardware / software configurations
• Prepare technical documentation including standard procedures, reports, research and cost analysis
• Provide technical support for local and virtual laptop users including rebuild, reimage, virtual support, and VPN support
• Assist with management of infrastructure support to include servers, networks, and applications
• Assist the technical lead with projects from implementation through testing and production
• Applying security or feature patches and major software upgrades
• Must be able to effectively communicate with users at all skill levels and document unique issues and solutions in a support knowledgebase or procedure/policy documents
• Update applications, websites, and content management systems
• Update and maintain electronic records with accurate data.
• Rotating on call, and evening or weekend hours may be required as needed for support and maintenance issues.

Requirements:

• 3-5 years of experience with computer systems support, Office365 Administration and license management, SharePoint Administration and support, and basic network administration.
• Thorough working knowledge of Microsoft Office 365 and Windows Operating Systems. Experience with Macintosh operating systems
• Experience with Office365 setup or migrations
• Experience with Windows 7, Windows 10, Server 2012, 2016, 2019, iOS, and Android Platforms
• Experience installing software, patches and updates on desktops, Laptops and Servers
• Hands-on experience with imaging and deployment and/or support of client systems
• Phone and people skills which promote end-user satisfaction
• Experience with Active Directory and Windows Servers
• Previous experience in local and virtual helpdesk support
• Knowledge of statistical tools and business reporting
• Strong problem solving and critical thinking skills
• Strong attention to detail
• Ability to prioritize and multitask
• Safely lift and transport items weighing between 75-100 lbs.
• Follow proper lifting techniques and safety protocols to prevent injuries.
• Collaborate with team members to efficiently complete tasks that involve heavy lifting.
• Maintain a clean and organized work environment.

Benefits:

• Medical, Dental & Vision
• FSA
• HSA
• Life Insurance
• 401k
• PTO
• Education Reimbursement

Minimum Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
• Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment; builds a diverse workforce.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
• Planning/Organizing - Prioritize and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.
• Language Skills - Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Mathematical Skills - Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Reasoning Ability - Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on that data.
• Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit, talk, type or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms.
• Work Environment - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.

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