Lead IT Tech - B1 8am -5pm

PURPOSE OF POSITION:

The IT Team Lead will perform the following functions:

• The IT Helpdesk Team Lead is responsible for overseeing and guiding a team of IT support specialists to deliver high-quality technical support to end-users.
• This role includes managing daily helpdesk operations, coordinating with other departments, and ensuring that service levels are met or exceeded.
• The IT Helpdesk Team Lead will also play an active role in troubleshooting, resolving complex issues, and optimizing support processes.
• Represent the QMN Information Technology Team in meetings with customers and keep abreast of issues affecting product testing so as to accurately report on these.
• Guide the creation of work instructions and online documentation for testing, troubleshooting, and repairing devices.

This position requires excellent written and oral communication skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Identifies issues affecting Help Desk efficiency and works with the IT Supervisor to determine priorities of addressing these.
• Lead, mentor, and train team of helpdesk support specialists.
• Help to keep IT Team focused on these issues as they are identified.
• Track and analyze recurring technical problems, working with other IT teams and escalating to Administrators to resolve root causes.
• Foster positive relationships with end-users by maintaining a customer-focused approach.
• Makes good technical decisions and completes tasks & assignments under only general direction.
• Recognize problems that need further investigation, seek assistance when needed, and demonstrate initiative and self-motivation.
• Independently determine and develop approach to solutions, under only very general direction.
• Provide solutions for wide range of difficult problems.

PREFERRED REQUIREMENTS

• Bachelor’s degree in Information Systems, Telecommunications, Computer Science, or a related field; or 3 years of experience in a technical support or customer service role.
• Proven experience in a leadership capacity, including roles such as project lead, coordinator, or training mentor, with a focus on guiding team processes and achieving performance goals.
• Demonstrable skills and the ability to discuss, in depth, the technical aspects of project experience.
• Proficiency in troubleshooting hardware and software issues, and familiarity with common IT infrastructure, including networks, servers, and desktop environments.

MINIMUM REQUIREMENTS

• Associate’s degree in Information Technology, Computer Science, or a related field.
• Familiarity with IT Service Management frameworks (e.g., ITSM) and experience with helpdesk ticketing systems.
• Experience with network technologies and protocols, switches, routers etc.
• Familiarity with PXE boot process, Automated Test Network, and OS download.
• Strong technical knowledge of operating systems (Windows, Linux, macOS), network troubleshooting, and standard office applications.
• Experience with client / server environments.

OTHER SKILLS AND ABILITIES

• Ability to build internal and external cross functional relationships
• Project Management Skills
• Proven knowledge and demonstrated application of Information Technology concepts and skills

• Strong written, verbal and presentation skills
• Strong sense of process, detail and follow through
• Strong problem solving and analytical skills
• Ability to multi-task across problem domains and various contexts
• Ability to work independently and with a team

PHYSICAL DEMANDS

• Able to bend and stoop while troubleshooting servers in the rack
• Ability to walk and stand on cement floors for long periods
• Able to lift 25lb servers in and out of racks
• Able to work in a noisy environment under a wide range of temperatures