Senior IT Support Lead - Elevate End-User Experience

Internet Brands; El Segundo (CA); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Health insurance (medical, dental, and

Vision coverage

401(k) with company match

PTO and paid holidays

Employee Assistance Program (EAP)

Well-being coaching

Voluntary benefits: home, auto, pet

Job summary

Internet Brands, based in El Segundo, CA, seeks a Senior IT Support Analyst to lead end-user support and guide IT Support Analysts while improving productivity and user experience.

You will troubleshoot hardware/software, manage onboarding/offboarding, and support VPN connectivity for remote users, in collaboration with Corporate IT groups and vendors.

The ideal candidate holds a BS in IT with 5+ years of experience and certifications; strong communication and customer service are essential.

Qualifications

• B.S. degree in Information Technology with 5+ years of work experience required.
• Certifications in CompTIA A+, HDI, ITIL, PMP, CAPM, or Six Sigma are a plus

Responsibilities

• Establish strong relationships with business stakeholders and management.
• Coach IT Support Analysts and lead team meetings in leadership's absence.
• Monitor incident system to ensure timely resolution of tickets.
• Manage and resolve cases with standard, high and critical severities.
• Assist with IT process improvements for Corporate IT User Support Operations.
• Oversee onboarding/offboarding and manage user accounts and access rights.
• Support VPN connectivity and remote users.
• Coordinate with NOC, Telecom, and vendor support to resolve issues.
• Document procedures and transfer knowledge to IT Support Analysts.
• Manage asset management and software/hardware inventory.

Skills

Mentoring/coaching team

Strong communication

Customer service oriented

Problem solving

Team leadership

Education

B.S. degree in Information Technology

Tools

Google Workspace

RingCentral

Microsoft Office 365

Dell servers

Hyper-V

VMware

Active Directory

VPN software

Mac hardware (Mac Mini/MacBook Pro)

Job description

Internet Brands, based in El Segundo, CA, seeks a Senior IT Support Analyst to lead end-user support and guide IT Support Analysts while improving productivity and user experience.

You will troubleshoot hardware/software, manage onboarding/offboarding, and support VPN connectivity for remote users, in collaboration with Corporate IT groups and vendors.

The ideal candidate holds a BS in IT with 5+ years of experience and certifications; strong communication and customer service are essential.