WHO WE ARE
We are a company where people matter .
We are family driven .
We are financially strong .
And we are looking for problem-solvers to join our growing team.
OPPORTUNITY
The primary purpose of this position is to be the Team Lead supporting people, process, and technologies that enable the end-users at Hydrite. This includes being the primary interface to users across the company, guiding others on the team regarding best practices and work optimization, performing basic project management, assisting with electronic messaging and video communication equipment, Office365 automation and application support. Additionally, helping users with network, PC, and other related pieces of productivity technology and business systems. Additionally, this role will be the thought-leader in system and process improvement to help reduce the work of the Team, and to improve the experience of our end-users.
As End User Services Team Lead , primary responsibilities include :
- Interface with all levels of the business as well as vendors and outside consultants, and partners and potential partners.
- Serve as the primary escalation point for Level 1 helpdesk staff, troubleshooting and resolving complex technical issues.
- Lead the development and maintenance of knowledge management systems, creating knowledge articles to ensure escalated issues can be resolved effectively by less experienced staff.
- Lead the end-user lifecycle management process, including onboarding, provisioning, and de-provisioning of IT resources.
- Assist in the definition of requirements and development of user-based personas, aligning access, hardware, software to ensure optimal end user experience
- Lead the selection of hardware and software standards that align with end-user requirements and personas defined by the End User Support Manager
- Assist in the development and maintenance of our ITSM tool, Solar Winds Service Desk, aligning the ITIL standards with Hydrite processes.
- Lead initiatives to improve end-user device lifecycle management, ensuring compliance with security, performance, and operational requirements.
- Provide project management for assigned systems or tasks
Lead the definition of project scope, vendor evaluation and selection.
Set project milestones, facilitate project deliveryLead meetings and provide project communications as requiredLead the identification of trends for incident and problem management and proactively suggest improvements or processes to reduce friction and future incidentsEnsure accurate documentation of incidents and problems including resolutions in the ticketing system, leveraging this data for continuous improvement and knowledge sharing.Function as the subject matter expert for licensing requirements such as, Microsoft 365, Adobe, Nitro PDF, and other end user licensing as required.Coordinate hardware and software installation priorities with teamProvide operations business system support, including :Initial morning operations shift coverage
Microsoft Teams Telephony support including paging, common area phones, configurations, gates, etc.Offset shift coverage including working independently before or after normal business hours as requiredBe support and staff resource for Hydrite desk / lap / tablet environment, including :Microsoft desktop operating systems and Office 365 suite
End user security, recovery and version controlPC utilities - antivirus and antispyware, backup, browserProvide support for off-site users using remote support tools.Additional application software as requiredProvide PC hardware installation, user assistance, troubleshooting support including :Configuration of new equipment including hardware and software
Transferring existing configurations to replacement equipmentCoordinate warranty and non-warranty repair of PC equipmentMaintain asset management system including hardware and software trackingOversee user training sessions and create documentation to empower end-users with self-help resources.REPORTING STRUCTURE
This position reports to the IT End User Support ManagerEXPERIENCE AND EDUCATIONAL CRITERIA
A degree in information technology, Computer Science, or a related field, or equivalent experience.5-7 years of experience in IT support, with a focus on end-user supportUnderstanding of cyber security, cloud platforms, and ERP systemsStrong problem-solving skills with the ability to diagnose and resolve complex technical issues.Advanced knowledge of Microsoft operating systems and Office365 suite including the admin center,Experience in Microsoft security stack including Microsoft Authenticator, Entra Active directory, device isolation, etcStrong administrative experience in Active DirectoryUnderstanding of networking principles, including TCP / IP, DNS, DHCP, and VPN.Leadership skills, demonstrated by the ability to manage, mentor, and develop IT interns.Ability to manage a vendor relationshipRelevant certifications (e.g., CompTIA A , Network , Security , ITIL, Microsoft Certified : Modern Desktop Administrator) are a plus.Must have communication and interpersonal skills, along with the ability to read, write, and speak English.Less than 10% travel to facilities for onsite support and project work.PHYSICAL REQUIREMENTS
Must possess a valid driver's license with an acceptable driving record.Must have access to a reliable vehicle.Must be able to lift 40 pounds on occasion.Must be able to work on ladders on occasion.JOB EXPECTATIONS :
Uphold Hydrite's Standard of Excellence through a continuous commitment to maintain quality facilities and provide quality products and services to internal and external customers.Participate in RCRA, regulatory, health & safety and process training activities as required. Review changes / additions with your supervisor. Must be RCRA compliant.Regular attendance is essential.Perform all duties outlined in relevant SOPs and all other duties to be assigned.Work with other staff members to maintain workload balances. Provide back-up support as necessary.Support effective communication with all Hydrite departments where responsibilities overlap to ensure success of the branch team.BENEFITS
Benefits and perks include three retirement plans (401k, pension and profit sharing), medical / dental / vision / life insurance, paid time off, tuition reimbursement, adoption assistance, legal services insurance, scholarship awards for children of employees, summer picnic, community giving events, free family wellness coaching including nutritionist and fitness coach.
WHY HYDRITE?
Watch this Why Hydrite video to find out : https : / / vimeo.com / 201673899
WANT TO STAY CONNECTED? FIND US ON SOCIAL MEDIA
LinkedIn : linkedin.com / company / hydrite-chemical-co-Facebook : facebook.com / hydriteYouTube : https : / / www.youtube.com / watch?v=Bs_493NR8RILearn more about Hydrite on our website : www.hydrite.com / careers
Privacy Notice for California Residents : https : / / www.hydrite.com / Legal / Privacy-Notice-for-Employees.htm
