IT Technical Support Lead - Irvine, CA

Seeking an IT Support Technical Lead who has 5+ years IT support experience with a large company and prior management experience for a full-time opportunity with a large dental technology company in Irvine, CA.  Must have legal authorization to work in U.S. 

The Technical Lead provides technical guidance and assistance to the IT Support Team and to internal customers related to various company system issues by clearly communicating technical solutions in a user friendly and professional manner. Duties include advanced troubleshooting, prioritizing, and completing assigned tickets in a timely manner, as well as escalating complex issue to other IT teams.

Responsibilities:

  • Mentors team members in areas of problem solving, decision making, and technical growth.

  • Serves as a resource and subject matter expert to team members.

  • Installs, diagnoses, and resolves Level 1 problems for hardware, peripherals, and software systems.

  • Manages internet security via Websense; adds and removes objects as well as manage permissions.

  • Maintains Time Management system (Kronos); including configuring, installing, and troubleshooting malfunctions.

  • Configures IT access for New Hires and Terminations.

  • Manages user access for applications such as, but not limited to, GO (all modules), Active Directory, Exchange, GCM, DL Plus, Great Plains, Kronos, BrainShark, and Exchange.

  • Acts as primary administrator for certain applications and processes such as Kronos, KwikTag, and network WiFi access.

  • Serves as liaison between various sub-departments of IT: Applications, Systems, Business Automation and Customer Technical Support.

  • Seeks process improvements and makes suggestions and recommendations to management.

  • Creates queries and runs pre-written stored procedures in SQL Server 2008.

  • Provides outstanding customer service and responsiveness to all end-users across all locations.

  • Guides users through step-by-step solutions and operating IT equipment.

  • Provides technical assistance and training, and recommends remedial actions, as needed.

  • Escalates complex issues to different IT Teams.

  • Communicates resolution status proactively to ensure timeframes are met/exceeded.

  • Creates, assigns, and reopens tickets to appropriate Helpdesk office.

  • Follows-up on open tickets, unresolved tickets, scheduled hardware and software upgrades, systems level problems, tickets that are escalated to other departments, and non-urgent after-hours messages to ensure progress and completion of requests.

  • Establishes and maintains strong working relationships with various Company departments and team members.

  • Makes considerable contributions to CRM Knowledge Base.

  • Manages assigned IT projects.

  • Answers incoming calls and IT emails in a timely manner.

  • Enters appropriate and usable data into CRM Helpdesk Ticketing system.

  • Provides troubleshooting assistance through use of remote controls tools such as Proxy master and VNC Client to connect to customers for remote support.

  • Interprets, analyzes, diagnoses, documents, and resolves Level 1 IT issues related to internally supported hardware and software within first call.

  • Diagnoses and solves immediate complex questions and problems related to application software, operating systems, and antivirus.

Requirements:

  • High School Diploma. Formal education in Information Technology, a plus.

  • 6+ years of experience in Applications or Helpdesk Support.

  • Must have previous experience supporting enterprise applications.

  • Must have manager or supervisor experience, does not need to be within IT.

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