IT End User Services Team Lead

WHO WE ARE

          We are a company where people matter. 

          We are family driven. 

          We are financially strong.

          And we are looking for problem-solvers to join our growing team.  

OPPORTUNITY

The primary purpose of this position is to be the Team Lead supporting people, process, and technologies that enable the end-users at Hydrite.  This includes being the primary interface to users across the company, guiding others on the team regarding best practices and work optimization, performing basic project management, assisting with electronic messaging and video communication equipment, Office365 automation and application support.  Additionally, helping users with network, PC, and other related pieces of productivity technology and business systems.  Additionally, this role will be the thought-leader in system and process improvement to help reduce the work of the Team, and to improve the experience of our end-users. 

As End User Services Team Lead, primary responsibilities include:

• Interface with all levels of the business as well as vendors and outside consultants, and partners and potential partners.
• Serve as the primary escalation point for Level 1 helpdesk staff, troubleshooting and resolving complex technical issues.
• Lead the development and maintenance of knowledge management systems, creating knowledge articles to ensure escalated issues can be resolved effectively by less experienced staff.
• Lead the end-user lifecycle management process, including onboarding, provisioning, and de-provisioning of IT resources.
• Assist in the definition of requirements and development of user-based personas, aligning access, hardware, software to ensure optimal end user experience
• Lead the selection of hardware and software standards that align with end-user requirements and personas defined by the End User Support Manager
• Assist in the development and maintenance of our ITSM tool, Solar Winds Service Desk, aligning the ITIL standards with Hydrite processes.
• Lead initiatives to improve end-user device lifecycle management, ensuring compliance with security, performance, and operational requirements.
• Provide project management for assigned systems or tasks
  • Lead the definition of project scope, vendor evaluation and selection.
  • Set project milestones, facilitate project delivery
  • Lead meetings and provide project communications as required
• Lead the identification of trends for incident and problem management and proactively suggest improvements or processes to reduce friction and future incidents
• Ensure accurate documentation of incidents and problems including resolutions in the ticketing system, leveraging this data for continuous improvement and knowledge sharing.
• Function as the subject matter expert for licensing requirements such as, Microsoft 365, Adobe, Nitro PDF, and other end user licensing as required.
• Coordinate hardware and software installation priorities with team
• Provide operations business system support, including:
  • Initial morning operations shift coverage
  • Microsoft Teams Telephony support including paging, common area phones, configurations, gates, etc.
  • Offset shift coverage including working independently before or after normal business hours as required
• Be support and staff resource for Hydrite desk/lap/tablet environment, including:
  • Microsoft desktop operating systems and Office 365 suite
  • End user security, recovery and version control
  • PC utilities – antivirus and antispyware, backup, browser
  • Provide support for off-site users using remote support tools.
  • Additional application software as required
• Provide PC hardware installation, user assistance, troubleshooting support including:
  • Configuration of new equipment including hardware and software
  • Transferring existing configurations to replacement equipment
  • Coordinate warranty and non-warranty repair of PC equipment
  • Maintain asset management system including hardware and software tracking
• Oversee user training sessions and create documentation to empower end-users with self-help resources.

REPORTING STRUCTURE

• This position reports to the IT End User Support Manager

EXPERIENCE AND EDUCATIONAL CRITERIA

• A degree in information technology, Computer Science, or a related field, or equivalent experience.
• 5-7 years of experience in IT support, with a focus on end-user support
• Understanding of cyber security, cloud platforms, and ERP systems
• Strong problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Advanced knowledge of Microsoft operating systems and Office365 suite including the admin center,
• Experience in Microsoft security stack including Microsoft Authenticator, Entra Active directory, device isolation, etc
• Strong administrative experience in Active Directory
• Understanding of networking principles, including TCP/IP, DNS, DHCP, and VPN.
• Leadership skills, demonstrated by the ability to manage, mentor, and develop IT interns.
• Ability to manage a vendor relationship
• Relevant certifications (e.g., CompTIA A+, Network+, Security+, ITIL, Microsoft Certified: Modern Desktop Administrator) are a plus.
• Must have communication and interpersonal skills, along with the ability to read, write, and speak English.
• Less than 10% travel to facilities for onsite support and project work.

PHYSICAL REQUIREMENTS

• Must possess a valid driver’s license with an acceptable driving record.
• Must have access to a reliable vehicle.
• Must be able to lift 40 pounds on occasion.
• Must be able to work on ladders on occasion.

JOB EXPECTATIONS:

• Uphold Hydrite’s Standard of Excellence through a continuous commitment to maintain quality facilities and provide quality products and services to internal and external customers.
• Participate in RCRA, regulatory, health & safety and process training activities as required.  Review changes/additions with your supervisor.  Must be RCRA compliant.
• Regular attendance is essential.
• Perform all duties outlined in relevant SOPs and all other duties to be assigned.
• Work with other staff members to maintain workload balances.  Provide back-up support as necessary.
• Support effective communication with all Hydrite departments where responsibilities overlap to ensure success of the branch team.

BENEFITS

Benefits and perks include three retirement plans (401k, pension and profit sharing), medical/dental/vision/life insurance, paid time off, tuition reimbursement, adoption assistance, legal services insurance, scholarship awards for children of employees, summer picnic, community giving events, free family wellness coaching including nutritionist and fitness coach.

WHY HYDRITE?  

Watch this Why Hydrite video to find out:  https://vimeo.com/201673899

WANT TO STAY CONNECTED?  FIND US ON SOCIAL MEDIA

• LinkedIn: linkedin.com/company/hydrite-chemical-co-
• Facebook: facebook.com/hydrite
• YouTube:https://www.youtube.com/watch?v=Bs_493NR8RI

Learn more about Hydrite on our website: www.hydrite.com/careers

Privacy Notice for California Residents: https://www.hydrite.com/Legal/Privacy-Notice-for-Employees.htm