IT Lead Support Tech - Brookline

POSITION SUMMARY

This lead role provides Tier 2 IT support to the end‑user community remotely and in person. The role is responsible for leading a team in next level support while working closely with the Support Manager and a contracted help desk team. It includes support for operating systems, software, infrastructure, cloud services, MDM and EHR systems. Daily efforts will include managing and delegating installation, configuration, deployment and issue resolution for all items mentioned above, plus project planning and execution.

Travel is required.

• Manage, delegate and resolve escalated Tier 2 support tickets with minimal guidance.
• Coordinate with IT Support Services to ensure incident tickets are completed correctly and in a timely manner.
• Display and maintain a high level of team customer‑service satisfaction.
• Proactively collaborate with 3rd‑party Support Desk Service to resolve outstanding and ongoing issues.
• Oversee the installation, configuration and deployment of standard technology hardware and software.
• Coordinate equipment acquisition from vendors.
• Assist in MDM and cloud service administration.
• Coordinate shipping of equipment to remote employees and campuses.
• Maintain and manage an asset inventory system.
• Control and maintain an inventory of spare parts and computer peripherals, ordering when needed.
• Document relevant hardware and software instructions related to troubleshooting, hardware set‑ups and the end‑user experience.
• Assist with project planning and installation/configuration of new technology systems.
• Teach others 1‑on‑1 in a live environment, remotely, or in a group setting, including EHR support and training.
• Contribute to maintaining a knowledge base of support issues, adding/editing information when needed.
• Contribute to the creation of in‑house documentation for existing and new staff alike.
• Assist in IT infrastructure, security and application development projects when needed.
• Assist the IT Support Service Manager in administrative tasks when needed.

• 5 years of experience working in IT Support, specifically in an end‑user‑facing, help‑desk environment.

• Experience managing Microsoft cloud services.
• Experience in MDM administration.

• Advanced hardware and software comprehension, including Microsoft apps, RMM tools, databases and other local (or web‑based) applications.
• Strong ability to work independently & collaborate with contractors, peers and management.