IT Tech Support Supervisor / IT Technician

Massanutten Resort

Job Summary

​​​This role manages IT support incidents and requests; assigns tasks and verifies assignments are completed in a timely, efficient, and thorough manner. Ensures issues and resolutions are documented to maintain the internal knowledgebase, and that future issues are resolved per SLA guidelines. Will act as a level 2 escalation point for IT support issues along with the appropriate internal or external resources. Perform troubleshooting, installation, and maintenance of computer and peripheral hardware and software, including managing computer system lifecycles. Collect and evaluate IT support metrics and adjust policies and procedures to increase performance and end user satisfaction. Engages end users after service ticket completion to ensure excellent customer service.  Manage IT projects and initiatives, either individually or as a member of a team.​​ 

• Perform duties with patience and professionalism, and a strong customer-service mindset
• Strong troubleshooting skills with attention to detail and problem resolution ownership
• Advanced PC knowledge, including componentry, interfaces, and peripherals, such as printers, scanners, etc. Advanced knowledge of Windows operating systems and Microsoft Office applications  
• Knowledge of Windows networks, domain structure, and Active Directory environment
• Knowledge of Office 365 including, but not limited to, Azure, Exchange, and Administration
• 2-4 years of prior experience in a technical support role
• 1-3 years in a supervisory role  
• ​CompTIA A+ Certification or equivalent (must be obtained within 1 year if not already possessed)

Preferred

• ​​Advanced networking knowledge including CLI, Routing, NAT, and Firewall Rules  
• ​Knowledge of network components and protocols and the ability to troubleshoot connectivity problems  
• ​Advanced knowledge of Azure components, including both Azure Cloud Hosting and Azure Active Directory 
• ​​Additional technology certifications  
• ​Bachelor’s Degree in relevant field​ 

Typical Schedule

Days:

​​Standard schedule is Monday – Friday, 8 hours per day. 
​Part of the on-call rotation to monitor the help desk phone queue both after-hours (past 5 PM EST), weekends and holidays. With approval, eligible to work past standard hours to complete critical projects.​

Hours:

​​Shift starts no later than 9 AM EST. Evenings as necessary. 

​On-call hours are 24/7, rotating with IT Technicians.

Core Responsibilities

• Manage daily IT support operations, ensuring incidents and service requests are prioritized and resolved in alignment with internal service-level agreements (SLAs)
• ​Own and continuously improve IT Service Management (ITSM) processes, including Incident, Request, and Problem Management
• ​Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends on reported issues as well as develop SLAs for the support team
• Drive a high-quality end-user support experience, ensuring timely communication, resolution, and follow-up
• ​Provide technical assistance and support for incoming request of computer systems; both software and hardware related
• ​Perform computer and network troubleshooting/documentation and determine when problem escalation to other internal IT Teams or external vendors as required
• Create and oversee user account provisioning, deprovisioning, and access control in alignment with company policies 
• ​Responsible for maintaining upgrades and patches for operating systems and applications. 
• ​Maintain Inventory of all hardware and manage end user systems life cycles
• Ensure adherence to IT security policies and secure configurations
• ​Deploy and Maintain desktop computers, laptop computers, printers, phones, smartphones, tablets, software, security updates and patches
• ​Place and code orders for computer, network, and printer supplies approved by IT Management
• ​Ensure IT support staff coverage during holidays and weather-related events. 
• ​Responsible for team management, goal setting, provides regular feedback, and coaching.
• Provide regular reporting and insights to IT leadership, including risks, performance gaps, and improvement opportunities 
• ​Other duties as assigned by management

For more information, please contact Mary Turner at 540.417.2235.