Lead It Support Technician

As a Lead IT Support Techncian you will play a crucial role in ensuring the efficient operation of our Service desk support services. You will be responsible for leading a team of help desk professionals, providing technical guidance, and ensuring that customer issues are resolved promptly and effectively. This position requires strong leadership skills, technical expertise, and exceptional customer service orientation.

• Job leads a team, has no authority to hire and performance-manage the team.

• Job is an individual contributor and has no direct reports.

• Initial point of contact for all technical inquiries and requests for service; responds directly or routes to appropriate team member.
• Resolves basic to moderately complex technical issues involving hardware (i.e., personal computers, tablets, mobile phones, printers), and general business software such as Microsoft Office.
• Establish and monitor key performance indicators (KPIs) for the service desk team.
• Analyze trends in reported issues.
• Monitor the IT ticket incident management system to ensure timely acknowledgement of technology support requests. Prioritizes ticket requests, distributes/escalates requests to appropriate IT team members.
• Document, track, and monitor escalated issues to ensure a timely resolution and effective communication to all parties involved.
• Work closely with members of the IT team to ensure successful completion of technology requests.
• Maintains and administers licenses and support contracts for the software.
• Maintains and updates hardware and software inventory records.
• Maintains knowledgebase documentation for problem resolutions and procedures.
• O365 and AD User and Asset management
• This role has the responsibility to understand and places in practice appropriate safety procedures.  This responsibility is achieved through education, training, use of protective equipment (as applicable) and by following safety policies, regulations, standards, and laws.
• Perform other duties as assigned

• 3-5 years of experience in related field is preferred.

• Technical Support role experience required.
• Lead or Supervisory experience a plus
• Good understanding of ITIL Service Management Framework
• Excellent proficiency in all Microsoft Office Suite Products.
• Excellent knowledge of the principles, methods, and techniques used in technology troubleshooting and support.
• Excellent oral and written communication skills, including the ability to interact effectively with executives, engineers, sales, vendors, and peers.
• Ability to understand and follow oral and written instructions; handle multiple priorities; and provide results in a timely manner in fast paced environment.
• Ability to prioritize and organize their own work and manage time effectively.
• Experience with JIRA as user and administrator a plus

• Work is generally performed within a business professional office environment, with standard office equipment available.
• Work conditions are typical of an office environment.
• This role does not require any domestic travel
• Position requires the physical agility to perform continuous lifting up to   15 pounds, bending, squatting, pushing, pulling, stretching/reaching, use hands or fingers, talk, hear, feel objects, tools, controls and standing/walking on concrete flooring.
• Position requires the physical ability to stand/walk for the duration of work hours.

OSI Industries is an Equal Employment Opportunity employer that believes everyone has the right to be treated with dignity and respect. OSI does not discriminate on the basis of national origin, gender, race, color, religion, pregnancy, gender identity, sexual orientation, protected veteran status, disability, or any other characteristic protected by applicable law.  All applicants will receive consideration for employment based on merit, qualifications, and business needs. OSI participates in the E-Verify program.