Lead IT Support Analyst

  • Lake County, IL
  • Waukegan, Illinois
  • Mar 17, 2020
Full Time
  • Salary: 58,992.00 - 67,332.00 USD USD

Job Description

Lead IT Support Analyst


Lake County Information Technology is seeking an experienced Lead IT Support Analyst to join the Service Delivery Team.

The Lead IT Support Analyst provides both white glove support to leadership and new hire technology onboarding as well as assists with account provisioning and hardware setups.

In this role, you are the primary point-of-contact for all technology issues and must quickly and effectively diagnose and resolve issues related to computers and mobile devices. This role is highly visible across the County and will provide technology training to new hires as part of the on-boarding process. The individual in this role is expected to have exceptional interpersonal and customer skills as well as develop trusting relationships and learn business roles and access requirements.

The individual in this role will:

  • Lead the white glove support efforts for our County executive leaders related to their technology such as laptops, mobile devices, printers, videoconferencing, applications, voice/telecommunications issues, local network issues, etc. This support includes County offices and external working environments, including home visits and may involve assigning work to and mentoring other staff members.
  • Independently resolve complex, break/fix issues in person – onsite or remotely.
  • Have the ability to quickly create alternative viable solutions in a respectful manner to avoid additional disruption of work for our leaders.
  • Provide onsite service at County Board Meetings and Committee Meetings.
  • Provide recommendations regarding new technologies to better support all leadership users.
  • Have expert ability to troubleshoot Windows, Android and Apple computing and mobile environments.
  • Monitor and prepare for each new hire to ensure that all account, access and hardware requirements are met.
  • Schedule and deliver on-boarding sessions for each County new hire.
  • Manually enter information in the ITSM ticketing tool and manage tickets, ensuring that the notes are updated to reflect current status.
  • Update the hardware database and verify workstations with each customer contact.
  • Create and administer user accounts, passwords and privileges/rights and process terminations.
  • Escalate problems to other technology resolvers or management when appropriate.
  • Participate in a rotating weekly on-call schedule to provide 24/7 support.
  • Assist other IT technical staff as needed.

Work is performed in a customer service unit where teamwork and customer relations are paramount, creating a positive customer support experience while building strong relationships within the various departments of the County as well as within the Service Delivery team.

Required Skills

Direct experience supporting C-level executives and their staff

  • Expert troubleshooting of desktop hardware, operating systems, mobile devices, AV, telephony and printers
  • Strong knowledge of Microsoft O365 products (Windows, Office, Outlook, Teams, etc)
  • Hands-on troubleshooting experience with the ability to perform under intense scrutiny
  • Strong written and oral communication skills with a focus on executive level support
  • Analytical and problem-solving abilities with close attention to detail
  • Experienced trainer with ability to communicate technical information in a simplified, easy to understand manner
  • Experience with account provisioning including assigning roles and responsibilities using security groups
  • Relationship builder who will proactively meet with our departments to learn roles and identify business needs
  • Self-motivated and directed, with the ability to delegate, prioritize and execute
  • Experience working on a high-performance team
  • Highest degree of professionalism and integrity
  • Flexibility to be on call during off hours and weekends
  • 5+ years of Technical Customer Support/Service experience in an IT role

Special Instructions

Please mention you found this employment opportunity on the CareersInGovernment.com job board.

Job Address

Waukegan, Illinois United States View Map