Support Engineer - Lead, Technology & Digital, FT, 7A-7:30P

Research, identify and implement solutions to software and hardware issues and guide others to do the same. Use critical thinking skills to diagnose and troubleshoot advanced technical issues, including account setup and network configuration. Ask customers targeted questions to quickly understand the root of the problem. Track computer system issues through to resolution, within agreed time limits. Guide others in talking clients through a series of actions, either via phone, email or chat, until they have solved a technical issue. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers). Provide prompt and accurate feedback to customers. Refer to internal database or external resources to provide accurate tech solutions. Guide others to ensure all issues are properly logged. Prioritize and manage several open issues at one time. Oversee others as they follow up with clients to ensure their IT systems are fully functional after troubleshooting. Prepare accurate and timely reports. Document technical knowledge in the form of notes and manuals. Estimated pay range for this position is $42.55 - $55.32 / hour depending on experience.

• Degrees: Masters

• Additional Qualifications: Masters degree in Information Technology, Computer Science, or relevant field and 10 years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.

• Hands on experience with Windows/Mac OS environments.

• Good understanding of computer systems, mobile devices, and other tech products.

• Ability to diagnose and troubleshoot basic technical issues.

• Familiarity with remote desktop applications and help desk software.

• Excellent problem solving and communication skills.

• Ability to provide step-by-step technical help, both written and verbal.