What are the responsibilities and job description for the Lead IT Support position at Thermon?
Overview
The Lead IT Support is responsible for ensuring the efficient operation of the company's IT infrastructure and end user devices. This role involves managing technical support, troubleshooting issues, and may provide guidance to IT support staff. The Lead IT Support will work closely with other departments to ensure that IT services meet the needs of the business.
Reporting to the Manager, Digital Workplace, this is a hybrid (onsite/remote) working at least 3 days onsite. This is a full-time job based out of 7171 Southwest Parkway, Building 300, Suite 200. Austin, TX . The role may involve working outside regular business hours from time to time to meet deadlines or address urgent issues.
Key Responsibilities & Accountabilities
Technical Support
- Provide advanced technical support for hardware, software, and network issues.
- Troubleshoot and resolve complex IT problems in a timely manner.
- Ensure that all support requests are logged, tracked, and resolved according to company policies.
System Maintenance
- Oversee the maintenance and administration of IT systems, including servers, networks,printers and applications.
- Ensure that all systems are up-to-date with the latest patches and updates.
- Monitor system performance and implement improvements as needed.
User Support
- Assist end-users with technical issues and provide training on IT systems and software.
- Support end user devices like, laptops, mobile devices, printers
- Provide Executive care services
- Develop and maintain user documentation and training materials.
- Conduct regular training sessions for employees on IT best practices and new technologies.
Project Management
- Participates in IT projects from planning to implementation, ensuring that they are completed on time and within budget.
- Collaborate with other departments to understand their IT needs and develop solutions.
- Manage vendor relationships and coordinate with external service providers.
Security and Compliance
- Ensure that all IT systems comply with company security policies and industry regulations.
- Implement and maintain security measures to protect company data and systems.
- Conduct regular security audits and risk assessments.
IT Planning
- Implement IT strategies that align with the company's business goals.
- Stay up-to-date with the latest technology trends and advancements.
- Recommend new technologies and solutions to improve IT services and support.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field is required.
- Proven experience in an IT Lead support role required.
- Strong knowledge of IT systems, networks, and software.
- Excellent troubleshooting and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to manage multiple tasks and projects simultaneously.
- Relevant certifications (e.g., CompTIA A , Network , Microsoft Certified IT Professional) are a plus.
Preferred Qualifications
- Advanced certifications (e.g., ITIL, PMP, CISSP).
Working Conditions
- Must be able to traverse across the office area by walking.
- Regularly stand/walk/seat/phone for periods of time across the office.
- Must be able to lift up to 25 pounds at a time.
- Travel occasionally between Austin, San Marcos and Houston from time to time.
