Job description

Position: IT User Support Specialist Lead

Location: Jacksonville, FL

Duration: 12 Months Contract

Job Profile Summary

• The IT User Support Specialist Lead leads the day-to-day technical support to employees for a range of hardware and software related systems.
• This job trains, delegates and reviews the work of lower-level IT User Support Specialists.
• This job also handles escalated issues that require advanced knowledge of User IT Support operational procedures and tools.

Job Description

• The IT User Support Specialist Lead leads the day-to-day technical support to employees for a range of hardware and software related systems.
• This job trains, delegates and reviews the work of lower-level IT User Support Specialists.
• This job also handles escalated issues that require advanced knowledge of User IT Support operational procedures and tools.Monitors lower-level IT User Support Specialists to ensure effective and time resolution of users’ problems, queries or complaints.

Key Responsibilities and Duties

• Solves escalated issues by utilizing knowledge of hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.
• Confers with end users to resolve incidents and fulfill requests through support via in-person, phone, or remote methods.
• Installs/removes/configures hardware and software.
• Ensures that plans are in place for responding to situations such as service outages.
• Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
• Coaches team members on addressing user questions and assists with the most complex issues.

Job Type: Contract

Salary: $40.00 - $45.00 per hour

Experience level:

• 8 years

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location

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