IT Lead Support Tech - Brookline

Job Details: Job Location: Bournewood Hospital - Brookline, MA 02467, Position Type: Full Time, Education Level: High School Diploma, Salary Range: $70,000.00 - $95,000.00 Salary, Job Shift: Regular 8:00 am to 5:00 pm, Job Category: Information Technology, POSITION SUMMARY:This lead role provides Tier 2, IT support to the end-user community remotely and in person. The role is responsible for leading a team in next level support while working closely with the Support Manager and a contracted help desk team. This role includes support for: operating systems, software, infrastructure, cloud services, MDM and EHR system. Daily efforts will include managing & delegating installation, configuration, deployment, and issue resolution for all items mentioned above, plus project planning and project execution. Travel is required. ESSENTIAL JOB FUNCTIONS:    Work to manage, delegate, and resolve escalated Tier 2 support tickets with minimal guidance     Coordinate with IT Support Services to ensure incident tickets are completed correctly, and in a timely manner    Display and maintain a high level of team customer service satisfaction    Proactively collaborate with 3rd party Support Desk Service to resolve outstanding, and ongoing, issues    Oversee the installation, configuration, and deployment of standard technology hardware & software    Coordinate equipment acquisition from vendors     Assist in MDM and cloud service administration.    Coordinate with IT Support Services to oversee shipping equipment to remote employees and campuses    Maintain and manage an asset inventory system    Control and maintain an inventory of spare parts and computer peripherals, ordering when needed    Document relevant hardware and software instructions as it relates to troubleshooting, hardware setups, and the end user experience    Assist with project planning and installation/configuration of new technology systems    Teach others 1-on-1 in a live environment, remotely, or in a group setting. This includes EHR support and training     Contribute to maintaining a knowledge base of support issues, adding/editing information when needed    Contribute to the creation of in-house documentation for existing and new staff alike    Assist in IT Infrastructure projects, when needed    Assist in IT Security projects and maintenance scans, when needed    Assist in Application Development projects, when needed    Assist IT Support Service Manager in administrative tasks, when needed MINIMUM JOB QUALIFICATIONS:    5 years of experience working in IT Support, specifically an end user-facing, help desk environment    Experience as a team leader preferred    Experience managing Microsoft cloud services    Experience in MDM administration    Experience teaching others 1-on-1 or in a group setting     Advanced hardware and software comprehension, including Microsoft apps, RMM tools, Databases, and other local (or web-based) applications.    Strong ability to work independently & work collaboratively with contractors, peers, and management.  :