Work Flexibility: OnsitePosition Summary:As an IT Lead overseeing End User Services, will play a pivotal role in ensuring efficient and effective technology support for end users within the organization. The responsibilities encompass technical assistance, infrastructure management, and incident resolution.Essential Duties & Responsibilities: (Detailed Description)Be a SPOC for all escalated IT issues for the end user services team.Provide hands-on assistance with installation, configuration, and troubleshooting of end user hardware, including laptops, printers, tablets, and mobile devices.Address issues related to software applications (both commercial off-the-shelf and custom), web services, and wireless technologies.Collaborate with users to resolve basic and advanced hardware and software problems for Windows, Mac, and mobile platforms.Lead technical activities related to new technology introductions and obsolescence management.Deploy and administer IT systems, including end-user desktops/laptops, servers, network equipment, voice and video hardware, and mobile devices.Manage desktop images, upgrades, security patching, and configurations to ensure an efficient working environment.Prioritize and guide the team in resolving incidents escalated by the call center or security operations center.Fulfill service requests for provisioning, configuring, and deprovisioning user computing devices within SLAs.Education & Special Trainings:Relevant education, Bachelor’s Degree in Computer Science, Information Technology, or related fields.Certifications like ITIL, MCITP, MCTS, MCP, CE, HDI, OS, MS, MCTP, or MCSA are advantageous.Medical technology/manufacturing IT experience is a plusDriven to continually build knowledge and skillsQualifications & Experience:Minimum 7 years’ proven experience and demonstrated ability in technical support, preferably in end user services.Strong knowledge of PC hardware and software troubleshooting.Proficiency in TCP/IP and LAN-based networking.Ability to identify technology improvement opportunities.Applied knowledge of applicable data privacy practices and lawsExperience working in multinational company/environment desirablePhysical & Mental Requirements:Ability to lift and move computer equipment (e.g., desktops, monitors) as needed.Excellent communication skills to interact with end users and team members.Analytical thinking and problem-solving abilities.Demonstrated ability to achieve objectives with little oversight and effectively prioritize tasks in a high-pressure dynamic environment.Demonstrated analytical and problem-solving abilities, keen attention to detail.Demonstrated customer service orientation.Experience and demonstrated success working in a global team-oriented, collaborative environment.Demonstrate the ability to analyze and determine root cause, develop remediation plans, and implement them.Demonstrated interpersonal, written, and verbal communication skills.Demonstrated ability to conduct research into networking issues and products.Demonstrated ability to present ideas in user-friendly language.Aptitude to learn new skills and technologies to meet changing needs.Ability to peer review technical documentation prepared by colleagues.Ability to identify areas for improvement and be an ambassador for change.Travel Percentage: None
