IT Technical Support Site Lead

Summary:

The IT Technical Support Site Lead is accountable for providing first-responder technical support to End Users, and for facilitating IT-infrastructure work activities performed at their assigned location. IT-infrastructure work includes client implementations and support, server and network implementations and support, and wireless/wi-fi implementations and support. They do so through using their own skills and abilities as tier-one technicians, by leveraging Level II resources, by acting as the point of contact with End Users at their location, and through maximum utilization of other internal and external technical resources, all the while owning the incident or service request through closure.

Provides (a) first- and second-tier helpdesk support of Amy's Kitchen's information technology client systems and for the people that use them, (b) “smart-hands” support for Level II technicians and vendors working remotely on projects or incident and problem resolution and who need local IT technical labor to assist them, and (c) prompt and timely manner incident-closure for helpdesk tickets they escalate to others.

Provides on-location first-tier helpdesk incident resolution support to the company’s End Users, in-person and via phone. Provides second-tier helpdesk support for hardware, software, or network connection related incidents related to client devices such as laptops, PCs, printers, hand-held scanners, mobile devices, etc. Configures and installs client device hardware, software, printers, and other IT-related equipment according to published solutions’ guides, run-books, other how-to documentation, or (when providing smart-hands support) instructions from Level II technicians and vendors.

• Makes extensive use of ticket-tracking software for documenting and recording work on issues and assignments. Escalates as necessary but is responsible for ensuring the incident is closed with service levels.
• Assists Level II support and others who are providing remote support or need local IT helpdesk support assistance in order to perform their work.  
• Creates and maintains run-books, solutions’ guides and other how-to documentation related to their role in supporting the site and facilitating the work of others that implement or change the IT-infrastructure at their assigned site. Contributes to enterprise-wide standard procedures, run-books and solutions guides. Follows relevant documented procedures and policies in performing all duties.
• Advises management on current issues and challenges encountered, and makes recommendations for resolutions. Seeks guidance from Amy’s subject matter expertise and/or contracted experts.
• Depending on requirements of the tasks at hand, works both independently and jointly with other staff to accomplish duties assigned.
• Keeps informed on present and new technologies and related issues in use at their assigned site.
• Performs other duties as assigned by IT management and executive leaders.
• Regular attendance and punctuality required.
• Will periodically serve duty as on-call support technician for after-hours response for critical outages, and to help support other sites.

It is the responsibility of all employees to uphold the mission of the Amy’s Food Safety and Quality Policy.  This includes following all Food Safety and Sustainability programs and participating in all required training

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education 

• High school diploma preferred

Experience  

• Basic training in desktop computer hardware and software, or 6+ years comparable experience.

Skills 

• To perform this job successfully an individual must possess basic knowledge of workstation class computer hardware and software.
• Strong knowledge of Microsoft Windows OS.
• Strong knowledge of Apple OS system.
• Strong knowledge of how client systems communicate over wireless networks.
• Must be able to communicate effectively, both verbally and in writing, and independently research specific problems.
• A mechanical aptitude is required, as is a strong customer-focused attitude.
• Some familiarity with wireless networking, Apple and Android phones, printer troubleshooting, voice-over-IP phone systems.
• Basic knowledge of client-to-LAN connectivity troubleshooting.

Language Skills

• Ability to effectively communicate technical information and concepts to non-technical individuals.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from other employees.

Mathematical Skills

• Ability to apply concepts of basic mathematics.

Reasoning Ability

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Travel

Frequent travel in and about a local metropolitan area or county area is required. Periodic travel to assist colleagues in other distant sites may be required from time-to-time.

Certificates, Licenses, Registrations   

• Microsoft Certified Solutions Associate for Windows 10 or Universal Windows Platform. If not certified at the time of hire, the employee must obtain certification within 6 months of the hire date.
• Apple Certified Associate - Mac Integration Basics. If not certified at the time of hire, the employee must obtain certification within 6 months of the hire date.
• ITIL Foundation. If not certified at the time of hire, the employee must obtain certification within 1 year of the hire date.

Confidentiality

During the normal course of performing the duties of a Site Lead, the employee is often in direct or indirect contact with confidential information. The employee shall keep such contact to a minimum wherever possible, and will hold all such information in the strictest confidence and with the highest professionalism.

Code of Ethics

In recognition of the IT field's responsibility to professionalism, the employee will review and practice the guidelines set forth by the industry-standard SAGE Code of Ethics. The Code is available at the following URL:  http://sageweb.sage.org/ethics

Physical Demands  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 65 pounds.  Specific vision abilities required by this job include close vision, and color vision.

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to risk of electrical shock.  The employee is occasionally exposed to moving mechanical parts; high, precarious, or enclosed places; fumes; dust or airborne particles; and extreme cold.  The noise level in the work environment is usually moderate.