IT Service Support Lead

Full Time | Chicago, IL

Objective

Provide excellent customer service and technical support to computer, phone, and mobile device users. Resolve technical problems in person, over the phone, or through remote assistance applications. Provide complete life cycle management for all technical assets throughout the company and help contribute to efficient end user computing. Responsibilities will also include desktop support, SaaS application administration, cloud infrastructure projects when required, and Cybersecurity investigations and incident response.

Primary Duties & Tasks

  • Lead by example, leadership is ownership
  • Provide excellent customer service and meet or exceed all service level agreements and performance metrics
  • Support users and computers in multiple locations remotely and in person
  • Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
  • Create technical documentation and implement IT Service Management as required
  • Automate manual procedures where possible
  • Implement and manage Mobile Device Management System
  • Participate in a weekly on-call schedule with other IT Support Specialists
  • Participate and contribute to Incident Response and Security Operations needs

Knowledge & Skills Required

  • Strong analytical and problem-solving skills
  • Strong Communication Skills including written and verbal
  • Ability to prioritize tasks, meet deadlines and multi-task in a fast-paced environment
  • Excellent verbal communication and organizational skills necessary
  • Strong knowledge of and experience with Windows Operating Systems, macOS, Mobile Device Management, Networking technologies including wireless, TCP/IP, Broadband connectivity
  • Ability to lead by influence

Experience with the following

  • Microsoft Intune and Mobile Device Management
  • Operating System Hardening
  • Security Control Frameworks such as ISO27001, NIST, and CIS Benchmarks
  • Apple Business Manager
  • Microsoft Powershell
  • Microsoft Azure AD
  • Microsoft Exchange Online
  • Microsoft Office365 Enterprise
  • Microsoft Active Directory and Group Policy
  • Zendesk and Jira

Language Skills

  • English

Education

  • Bachelor’s Degree in Technology or equivalent experience

Work Environment

  • Office environment; will be sitting, standing, walking, lifting, etc... May be remote

Managing Others

  • No

Travel

  • Up to 15 % domestic

Classification

  • Full Time.

FLSA Status

  • Exempt

Wage Range

  • $74-108K
  • This position description is intended to describe the general nature and level of work being performed by the employee in this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position; other duties outside of normal responsibilities may be performed as necessary to meet the needs of the organization. Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

I acknowledge that I have received this position description and understand that it is not a contract of employment. I am responsible for reading this job description and complying with all job duties, requirements, and responsibilities contained herein, and any subsequent revisions.

AHP Servicing LLC participates in E-Verify. Details in English and Spanish. Right to Work Statement in English and Spanish.