IT & End User Support Specialist, Lead

Company: Procare Solutions
Location: Denver
Posted on: November 23, 2020

Job Description:

IT & END USER SUPPORT SPECIALIST, LEAD The IT & End User Support Specialist, Lead supports internal teams and their critical functions including phone/chat support, local hands-on IT support, asset management, and vendor management. The person in this position responds to service desk tickets and troubleshoots software and hardware issues for our internal customers. This role will ensure end-user support is delivered at a world class level with continuous improvement, provide direction to the teams in alignment with corporate initiatives and strategy, and ensure IT end-user devices are appropriately managed. This is an excellent opportunity for an experienced End User Support Specialist interested in growing their career and gaining leadership experience. Essential Job Functions * Troubleshoot and respond to service desk tickets for software and hardware issues, including remote support of PCs and peripherals in a networked environment with multiple locations and time zones while providing an excellent customer experience for all internal end users * Perform technical support including troubleshooting hardware, networking, and system issues and providing solutions including working with external vendors * Serve as hands-on lead technical representative for all internal/corporate IT services * Provide daily leadership to other IT support specialists, ensuring a best in class virtual and physical helpdesk experience for all employees * Provide technical assistance for software or hardware implementation projects * Manage internal productivity and communication services (Office 365, Slack, Zoom, etc.) * Manage and support end-user hardware for all internal roles desktops, laptops, mobile devices (Windows, Mac, iOS, Android) * Manage and configure modern telephony services for all functional groups (especially sales and support/operations) with a view towards productivity and cost effectiveness * Manage and proactively ensure A/V services in conference rooms across all office locations are operating perfectly * Proactively addressing recurring user issues by education and/or documentation (e.g. FAQs in our help desk ticketing system * Escalate issues as needed to ensure resolution within established service levels * Follow up with customers to ensure satisfactory incident closure, updating and closing related call records for work performed * Assist with installing and de-installing software, PC's and peripherals as required * Monitor for trouble tickets and coordinate with appropriate vendors for equipment repair as needed * Provide streamlined services for the onboarding, movement, and exiting of employees and contractors * Assist in integration of employees from potential acquisitions onto standards platforms * Ensure IT procedures, quick reference guides and training materials are current * Manage and measure the responsiveness, quality, and effectiveness of the IT helpdesk function using IT service management best practices based on ITIL standards * Participate in hardware and software evaluations for internal technology solutions and services Requirements Required Qualifications, Skills, and Experience * 3+ years of hands on IT experience in relevant technologies listed required * Experience with formal IT service management required, ITIL certification preferred * Strong customer and service-oriented mindset * Ability to effectively communicate verbally and in writing with employees, vendors, and partners required * Broad hands-on experience related to communications and collaboration services required; Office 365, video conferencing, instant messaging, secure document storage/sharing * Experience managing and configuring VOIP and Cloud based telephony systems, including integration with required * Data-driven mindset required, demonstrated experience using metrics required * Strong problem-solving skills and ability to critically think through complex issues required * Experience working within distributed organizational with multiple office locations and remote employees required * Hands-on experience with the following technologies: * Microsoft Active Directory * Microsoft Windows Server 2016/2019 and Windows 10 * Microsoft Office 365; all applications incl. SharePoint * iOS and Android mobile devices * Various laptop and desktop manufacturers/models (Dell, Windows Surface) * Cisco VPN * Zoom & Zoom Webinar * Atlassian Jira & Jira Service Desk Preferred Qualification, Skills, and Experience * Virtual desktop solutions such as Hyper-V and AWS Workspaces * GoToConnect (Jive) phone system * Zoom conference room systems * Webroot Antivirus * Apple device support * PowerShell scripting experience Physical Requirements * This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods * Occasionally required to transport equipment up to 30 pounds around the office location * Lifting, bending, and stooping are frequently required * Must be able to communicate with employees and vendors both verbally and in writing (usually email) * Must be able to visually distinguish colors Living the Procare Values * Elevate One Another * Grow Together * Be a Driver * Respect All Perspectives. * Keep Our Promises * Wear the Customer Hat LOCATION We have offices in Medford, OR; Rochester Hills, MI; Denver, CO; and Santa Clara and Sacramento, CA. This position will be based in our modern downtown Denver office with great amenities and mountain views. We are currently in a flexible hybrid in-office/remote working model based on local COVID health regulations and business needs. ABOUT PROCARE Procare Solutions is the largest and leading provider of childcare management and parent engagement software, integrated payment processing, technology, and services. The company supports over 30,000 preschools, daycare centers, after-school programs, camps, and related facilities with a broad product suite that serves the complex and unique demands of the childcare market. We help childcare centers focus their time on the children and families, not the back office administrative duties. In addition to Procare Desktop and Procare Online, the Procare family of brands includes Tuition Express, KidReports, and SchoolCareWorks/DayCareWorks.

Keywords: Procare Solutions, Denver , IT & End User Support Specialist, Lead, Other , Denver, Colorado