Lead technical support specialist job description

Serves as departmental lead at his or her respective site responsible for the daily operation and oversight of all PC Support related activities including staff coordination as well as incident and work request management volume. Ability to provide high-level technical resolution related to desktop and network issues. Provides expertise in support of Level I, II and other Level III Desktop Specialists. Responsible for delegating workload, to include all PC Support Specialists.
Responsibilities
• Coordinate and assign resources for all projects. Work directly with other I/S personnel to meet objectives.
• Provide status reports to the PC Support Manager.
• Project Manage small to medium size projects
• Address issues within Corporate, Ambulatory, Remote and Acute environments
• Provide written documentation for software installations to include directions for other specialists.
• Provide timely resolution to all assigned calls and or tasks.
• Act as an ambassador of the department dealing with all of our customers in a professional manner.
• Approves and allocates service recovery where applicable
• Maintain inventory (Asset Management).
• Work with vendors as necessary to achieve successful implementation and maintenance of hospital hardware and software.
• Attend meetings and training sessions as necessary.
• Troubleshoot network related problems.
• Serve as a resource to aid Level I, II and III Specialists.
• Other duties as assigned
Qualifications
Education
4 Year College Degree preferred
MCP and MCDST Certification highly preferred (Win 10/11)
Project Management Experience a plus
Experience
7+ Years IT support Desktop, Preferable Healthcare Environment 3+ Years Audio Visual Support
About Us
Atlantic Health System aims to deliver the highest quality, safety and care combined the best experience for our patients and their families. We are confident that you will find success within Atlantic Health System, which has been named for the 14th year in a row to Fortune's “Top 100 Best U.S. Companies to Work For” list. We believe you will find that our culture of collaboration and care exemplifies the value we place on our patients, their families and our employees.
EEO Statement
Atlantic Health System, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran status.
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**Type of Requisition:** SCA

**Clearance Level Must Be Able to Obtain:** Secret

**Job Family:** SCA

**Principle Duties and Responsibilities:**

+ Provides installation, maintenance and troubleshooting support of information systems applications and related peripheral hardware

+ Responsible for performing system management and system administration functions supporting a distributed computing environment consisting of military simulations systems to include JLCCTC-MRF/ WARSIM, JLCCTC ERF / JCATS and Low Overhead Drivers (LOD), and provides for the integration of these systems with Mission Command Systems (MCS) and administrative systems in order to support tailored unit digital MCS training requirements for military units ranging from battalion to echelons above corps. Serve as a subject matter expert on designated Constructive systems used to support training at the MTC.

+ Manages the functionality and efficiency of a group of computers running on one or more operating systems. Maintains the integrity and security of servers and systems. Sets up JLCCTC MRF / WARSIM, and Low-Overhead-Driver (LOD) administrator and service accounts.

+ Participates in special projects as required.

**Desirable Skills/Experience:**

+ Comprehensive knowledge of the principles, methods, and techniques used in information system troubleshooting and support.

+ Comprehensive knowledge of related hardware and software.

+ Advanced knowledge of JLCCTC-MRF/ WARSIM technical operations.

**Education Required:**

+ AA/AS in a related technical discipline, or the equivalent combination of education, technical certifications or training, or 5-8 years of work experience.

**Security Clearance:**

+ Position requires a SECRET security clearance

+ MUST be able to obtain and maintain a SECRET security clearance

**Certifications:**

+ Professional Certification(s) may be required, depending on job assignment.

+ Baseline Certification: CompTIA Security+ CE IATII

+ Computing Environment Certification: Microsoft MCSA: Windows 16

+ Candidate must have or be able to obtain a certificate or certification meeting evolving computing environment requirements

COVID-19 Vaccination: GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

A Technical Support Representative, S3 (TSR3), is tasked with providing technical support for Name.com's product line and registration services for its supported domain extensions. Additionally, provide critical thinking solutions and feedback for optimizing internal processes while achieving the primary goal of closing out complex cases. Not only is a TSR3 a reliable point of contact for the Support department and a skilled resolution expert for our customers, but they also operate as a Support point of contact for all Name.com teams.

Pillars

Domain Operations: Provides essential technical and customer support for customer domain requests in a timely manner. Examples may include, but not limited to: how to register and renew domains, restoring domains from redemption, troubleshooting DNS/nameserver connection, assisting with transferring domains, assisting with specific requests at the registry level, completing daily household cleanup lists, etc.

Product Offerings: Provides essential technical and customer support for product requests in a timely manner. Offers multiple products for each of the following categories: website building, email, security, etc.

Resources: Identifies and creates/updates external Knowledge Base resources for our customers as well as internal resourcing for our new and existing teammates. Identifies and creates/updates macros for consistent answer efficiency. Identifies and performs regular training for new and existing teammates on specialized topics.

Customer Care: troubleshoot current sales and promotions for our customers, assists with API requests and premium domains, assists with high-level profile customer accounts with extra care and attention, and conducts with a professional demeanor with customer support requests over social media in a timely fashion.

Compliance and Fraud : Performs investigative work on customer accounts to assist in making sound judgment decisions to remain compliant and identify negative activity.

What You’ll Do

• Responds promptly and effectively to customers through email, chat, social media, and phone through Name.com’s customer response management (CRM)
• Provides outstanding customer care with technical proficiency, assisting with billing discrepancies, leveraging security protocols when appropriate, validating identity verification and inquiries, and assisting with domain registration troubleshooting.
• Utilizes institutional knowledge to efficiently respond to customers through telephone calls, chats, and tickets. Reproduce, report and follow up on technical issues using internal bug tracking software.
• Utilizes strong judgment when issuing refunds and restorations, intending to satisfy customer requests to the best of their ability, escalating when appropriate.
• Utilizes mastery to assist in training junior team members in all subject matters that make up Name.com supports knowledge base. Follow through to completion.
• Records details of customer interactions as needed through Name.com’s CRM to give relevant context for future interactions.
• Utilizes policy and security protocols outlined by our Legal and Systems department to ensure compliance.
• Maintains excellent customer satisfaction.
• Communicates with customers utilizing excellent verbal and written skills to ensure questions and/or requests are completed effectively.
• Meets team required metrics of 50+ new contacts per shift (telephone calls, chats, and tickets combined). Additional metrics may be defined.
• Meets team required metrics of an f 65 new contacts per shift (telephone calls, chats, and tickets combined). Additional metrics may be defined.
• Provides technical troubleshooting, including POP3, FTP, HTML, and DNS issues.
• Maintains regular attendance including being at work, being on time to work and working full shifts. Proactively communicates and coordinates time off whenever possible.
• Other duties as assigned.

Who You Are / What You Bring

• Minimum of 1 year of domain name, web hosting, and ISP industry and one year within a SAAS organization.
• Advanced troubleshooting skills with DNS, email programs, hosting, and various browsers.
• Excellent verbal and written communication skills with a solutions-based approach and a high degree of patience and empathy.
• Solve problems with limited information and/or proactively seek the information.
• Website development, support, and coding (e.g., HTML/PHP/ASP) are a plus.
• Ability to work overtime as required.

Salary Range: $41,600 - $54,080 (Position is hourly at $20.00 - $26.00)

We offer a ton more perks:

• Company and team culture events with work/life balance.
• Set schedule with consecutive "weekend" days off.
• Shift potentials of 4x10 or 5x8.
• Medical, dental, vision day one.
• 401k matching immediately.
• Generous PTO and two volunteer days.
• Education reimbursement program.

Identity Digital Inc. is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination. Applicants must be currently authorized to work in the United States on a full-time basis.