• Perform technical triage under pressure and time constraints to quickly assess the situation and determine which level technician should be assigned
• Resolve highly complex or sensitive issues elevated from junior level technicians as needed or directed by management
• Take ownership of customer issues and see problems through to resolution, while providing timely and accurate status updates to customers
• Implement proactive, preventative procedures to maintain systems and networks effectively and efficiently
• Mentor and provide advice and guidance to junior level technicians and staff members as needed
• Provide on-call technical support for after hours and weekend support requests when needed
• Initiate and moderate regular support team meetings and provide detailed weekly reporting on team progress of goals and commitments to management
• Determine and develop various ways to independently and creatively solve complex problems and determine technical objectives
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues related to application use, design, and configuration
• Schedule, execute, and support any configuration, device, or network changes or upgrades
• Maintain and coordinate maintenance schedules for customer and internal systems and networks
• Manage and participate in complex network infrastructure design and management, including hardware and wiring
• Establish reasonable time thresholds for technical tasks before escalating and enforce those thresholds for all team members
• Contribute to the body of knowledge by coordinating, creating, and maintaining knowledge base articles, end user technical training documentation, and other technical documents
• Perform research based on customer needs and build quotes for necessary equipment and support
• Assist with identifying inefficiencies in operating procedures within the company, defining and documenting solutions, while working diligently to maintain a highly visible and positive company presence with customers
• Develop and maintain positive, professional working relationships with customers and team members
• Effectively communicate complex technical issues to a broad range of customers and departments
• Remain current on company-wide system enhancements of software, hardware and data communication

• Possess excellent troubleshooting skills with the ability to work under pressure and time constraints
• Be a high energy self-starter, driven to meet the challenge of a demanding customer environment
• Think creatively, as well as adapt and contribute to changing environments
• Possess strong verbal, listening, and written communication skills
• Possess strong customer service and interpersonal skills, work effectively with both customer and CDS resources, and resolve potential conflicts effectively
• Be result-oriented with strong problem-solving skills
• Possess strong scheduling and time management experience

• Bachelor's degree in computer science, computer information systems, or related experience
• MCSE or equivalent certification is preferred, but not required
• Minimum of 5 years of experience providing enterprise level technical support
• Minimum of 2 years acting in a management role overseeing IT professionals
• Minimum of 5 years on-the-job setup, configuration, and support experience in the following:
• Microsoft Windows Server Operating Systems: 2008 or higher
• Microsoft Windows Desktop Operating Systems: 7 or higher – Professional and Enterprise Editions
• Domains and security in Microsoft Active Directory, DNS, DHCP, SMTP, POP3, FTP, HTTP, TCP/IP
• Comcast, Verizon DSL/FiOS, and Wireless Access Point and Router knowledge
• Server virtualization, using Hyper-V or VMWare technologies
• Experience with Exchange Server, SQL Server, Cisco Routers, Group Policy, and VPN is preferred
• Advanced Networking skills: IP structures, routing, configuration, and design
• Must be able to lift a minimum of 50 pounds without assistance
• Must have dependable transportation

NOTE: This job does require time to be spent before or after the normal workday to properly prepare tasks and coordinate team members, so all technicians have a clear understanding of tasks and expectations for their work day.