The Information Technology Director will have an integral role providing user support,customer service and implementation of IT platforms companywide while leading and collaborating with their direct team.
Ability to adapt to changing priorities
Maintain a solution focused mindset
Establish SOP's for the department
Prior experience leading teams
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Respond to customer queries by phone and email
Create step-by-step training material with screenshots for clients
Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
Document internal procedures
Maintain daily performance of computer systems
Ask educated questions and listen to customers to determine root cause of issues
Work through the problem-solving process with customers, empowering them to do the same in the future
Run diagnostic problems to resolve problems
Clean up computers
Train incoming staff on company equipment
Report significant and recurring issues to the tier-2 support team
Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting