Lead Technician, IT

PURPOSE

The Corporate Desktop and Executive Support Analyst position is responsible for the overall IT related satisfaction of corporate employees to include company Executives and Executive Admins. This person will work directly with company Executives and Executive Admins to ensure the stability of IT systems and services. This person will also ensure that corporate new hires and Executives and Executive Admins understand how to best use the technology provided to them. This person will ensure that other IT colleagues, teams, and 3rd party vendors deliver on commitments to company Executives and Executive Admins. This person will also help the overall IT department and End User Support team achieve assigned goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Deliver world-class white glove IT support to onsite and remote executives.
• Quickly resolve complex, break/fix issues in person or for the corporate office.
• Perform installations, replacements, upgrades, and other hardware/software related tasks as needed.
• Setup and monitor high-priority executive meetings utilizing collaboration and AV services.
• Provide AV support for onsite video production and live TV interviews.
• Provide recommendations regarding new standards to better support all executives, and users.
• Perform regular walkthroughs to provide proactive support to high visible individuals.
• Acts as a resource for IT support, projects, and other initiatives as needed.
• Receive and respond to incoming support requests in a timely manner including off hours.
• Follow set procedures for logging, reporting, and statistically monitoring desktop operations.
• Log all actions taken in the company ITSM system.
• Set reasonable expectations that can be delivered on.
• Present the facts transparently to promote collaborative solutions.
• Provide IT system and software training to company Executives and Executive Admins.
• Creation of how-to documentation and work instructions for company Executives and Executive. Admins.
• Processing new service requests and hardware/software orders on behalf of company Executives and Executive Admins.

• Other duties may be assigned.

MINIMUM REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor's degree in computer science or related field.
• Five (5) years of experience in help desk and/or end user support to include experience in supervising/managing a team.
• Two (2) years of experience in supporting executives and executive assistants providing white glove support.
• Two (2) years of experience in providing deskside support in a corporate office.
• Or equivalent combination of education and experience.

COMPETENCIES

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   • Subject matter expert in IT support models, Help Desk processes, user support skills. communications and metrics/analytics.
   • Experience in ITIL based frameworks.
   • Excellent verbal and written communications skills.
   • Excellent presentation and facilitation skills.
   • Strong leadership and management skills, including driving results through people.
   • Excellent interpersonal, influencing and negotiation skills.
   • Established strategic and critical analysis skills.
   • Skill in establishing and maintaining effective working relationships.
   • Proficiency in Microsoft Office Suite.
   
   
   
   

WORK ENVIRONMENT / PHYSICAL ACTIVITY

• Work is in an office setting and generally sedentary with physical effort associated with using a computer, but may involve walking or standing for brief periods of time.
• May be required to occasionally lift, carry, push, pull, or otherwise move objects up to 25 pounds.
• Occasional travel may be required.

#LI-JA1

Successful, innovative, and fulfilling careers are built here, and your professional development is a high priority. We invest in your future through the latest training, tools, and technologies. Highly collaborative, we work together to solve problems and find better ways to continually grow our business and careers every day. You'll be empowered to try new things, gain new experiences, and build a career with unlimited horizons. The scale and depth of resources that being the #1 building materials distributor in the nation provides a variety of opportunities for you to explore - all in a friendly, people-first environment. Join us to be more, do more, and build more, together at BFS.

In addition to the base wage listed, this position is also eligible to earn an annual bonus subject to changes in plan design and documents and in accordance with applicable law. Eligibility and the amount of the bonus varies based on overall company success, thresholds met and other terms and conditions of the Company's active bonus policy for the respective year.

At Builders FirstSource, we offer competitive, affordable benefits designed to make life better for you and the people you love. Our goal is simple - provide great plans that help you and your family to live happier, healthier and more secure lives. To view all our benefit offerings click here www.bldrbenefits.com.

Builders FirstSource is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with Builders FirstSource, please call (214) 765-3990 or email: ADA.Accommodation@bldr.com. Please do not send resumes to this email address - it is intended only to be used to request an accommodation in submitting an application for a job opening.