JOB OVERVIEW:

We are seeking an experienced IT Support Specialist to lead and manage end-user computing (EUC) infrastructure and services. This role requires a proactive leader with strong technical expertise and excellent communication skills. The ideal candidate will oversee a team of 3 to 5 engineers, ensuring seamless support and delivery of IT services.

REQUIRED SKILLS:

• EUC Leadership: Proven ability to lead end-user computing teams effectively.
• Technical Proficiency: Hands-on experience with Windows and macOS desktop operating systems.
• IT Fundamentals: Basic knowledge of Active Directory, DNS, DHCP, LAN, WAN, Office 365, VPN, and Antivirus solutions.
• ITIL Processes: Understanding of ITIL frameworks and best practices.
• Communication Skills: Excellent written and verbal communication abilities.
• Stakeholder Management: Strong collaboration skills to work effectively with IT stakeholders.

QUALIFICATIONS:

• Experience: 5-8 years of experience in IT support, end-user computing, or related roles.
• Education: Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
• Certifications: Relevant IT certifications (e.g., ITIL, Microsoft, or CompTIA) are a plus.

• Strategic Planning: Develop and implement strategies for EUC infrastructure in alignment with organizational goals.
• Team Leadership: Lead and mentor a team of EUC technicians, fostering high performance and continuous improvement.
• Infrastructure Management: Oversee deployment, maintenance, and optimization of desktops, laptops, mobile devices, and peripherals.
• Software Administration: Manage software applications and licenses, including installation, updates, and troubleshooting.
• Security Compliance: Ensure adherence to security policies and regulations by implementing controls and measures.
• Incident and Problem Management: Handle escalated incidents, perform root cause analysis, and coordinate resolutions to minimize disruptions.
• User Support: Provide advanced technical support for complex issues, ensuring timely resolution and customer satisfaction.
• Vendor Management: Oversee relationships with vendors, including contract negotiations, performance evaluations, and service delivery oversight.
• Documentation and Training: Maintain documentation, policies, and procedures, and provide training to end-users and support staff.