Lead Support Technician

  • Woodland Hills, California, us
  • Full-time

Company Description

Woongjin, Inc. is looking for a Lead Support Technician for a leading Autism treatment center worldwide.

Our Mission

Woongjin is a rapidly growing team who provides a range of unique, exceptional, and enhanced services to our clients.  We have a strong moral code that includes the service of goodness without expectations of reward.  We are motivated by a sense of responsibility and servant leadership.

Job Description

DESCRIPTION:

This position provides the highest level of support to end users by handling service requests that have been escalated by lower tiers as well as provide lower tiers of support with balanced tasks distribution and ensure all tasks are completed and accepted within the given SLA. Support is to be provided onsite, remotely, email, instant messaging or, over the phone. The Lead Support Technician is required to provide solutions to complex workstations, mobile devices, applications, and networks or, in some cases, server problems that go beyond all technical support tiers by either resolving the issue or request assistance from higher technical staff members. The Lead Support Technician will also be directly assigned to other problems via our helpdesk ticketing system. They will be working together with all lower tier support technicians and train them as accordingly. They will working under the Director of IT and may be required to work in projects with other team members. This is a full time, non-exempt position.

DUTIES & RESPONSIBILITIES:

  • Implement and represent CARD policy enthusiastically
  • Represent CARD professionally and ethically to internal and external stakeholders
  • Work effectively with senior management
  • Overseeing helpdesk tasks and load distribution
  • Analyze and prioritize helpdesk requests and issues and assign them to the appropriate technician tier
  • Monitor helpdesk tasks to completion
  • Analyze and improve existing technical support workflows
  • Ensure the highest quality of service is delivered to the end user
  • Support, troubleshoot and maintain helpdesk ticketing server and application
  • Runs reports on helpdesk support status and redistribute tasks to support team as necessary
  • Procurement of workstation hardware and software
  • Procurement of mobile devices hardware and services
  • Support and troubleshoot Windows Servers 2008, 2012, and 2016
  • Support and troubleshoot Microsoft Active Directory
  • Support and troubleshoot Exchange Server 2007, 2013
  • Support and troubleshoot Microsoft Remote Desktop services
  • Support and troubleshoot Microsoft VPN and Radius services
  • Support and troubleshoot Microsoft Group Policies
  • Support and troubleshoot Microsoft File System
  • Support and troubleshoot network and telecom connectivity and operation
  • Setup, support and troubleshoot workstations and mobile devices
  • Setup, support and troubleshoot Microsoft Windows 7, 8, 10
  • Setup, support and troubleshoot Microsoft Office 2013, 2016
  • Implement security and vulnerability patches for workstations, network, servers and other devices
  • Monitor Helpdesk to provide support networking, server and workstation issues
  • Maintain inventory of hardware, software and licenses
  • Taking on additional projects at the discretion of the Director of Infrastructure Technology
  • Able to thrive in a fast paced environment
  • Good decision making and problem solving ability
  • Ability to effectively and efficiently apply time management skills to multitask
  • Self-motivated and clearly focused on the tasks assigned to them
  • Works well in teams and has the ability to work independently with little or no supervision
  • Good writing and communication skills

Qualifications

EXPERIENCE & QUALIFICATIONS:

  • Minimum 4 years of experience ticketing support system experience
  • Minimum 3 years of experience in helpdesk technical support lead or coordination position a plus
  • ManageEngine ServiceDeskPlus experience a plus
  • Microsoft Hyper-V skills a plus
  • PowerShell scripting skills a plus
  • Microsoft Azure skills a plus
  • Microsoft Office365 skills a plus

Additional Information

All your information will be kept confidential according to EEO guidelines.