Responsibilities: Perform as team lead with senior skills and expertise for support to the external Level 1 helpdesk calls, internal IT support services team and on-site customer requests Deliver problem resolutions with expertise in various hardware, software support, AD account access or permission issues, connectivity or network issues, including video conferencing, multifunction printers and projectors and virus/spyware removal Perform cross-training within the support services team to ensure new processes or support areas are able to be performed by all team members as well as knowledge share of new issue resolutions Identify and determine root cause analysis for issues and engage in implementation of actions that result in continuous problem prevention and reduce the risk of a negative widespread customer impact Collaboration with internal and external colleagues to identify and implement process or workflow changes needed to continuously improve service delivery for customers Review tickets in the service queue to ensure accurate details, timely and quality customer follow-up is occurring Take ownership on aging tickets to resolve issues in a timely manner and coach and mentor support team members on solution techniques to be applied Identify, create and update existing knowledge base articles and training documents Monitor processes, systems and departmental tools detecting process gaps, improvement opportunities working towards proactive problem prevention, self-service options and call avoidance solutions Assist in prioritization and delegation of deployments or moves for end user equipment (laptop, desktop, monitor, phone, etc..), with the willingness to participate Display the ability to create, load and resolve issues with system images for various end user types and devices (SCCM); this includes the application packaging for enterprise deployments Advanced knowledge of Windows Server 2003/2008/2012 permissions/shares, Active Directory and Group Policy Management, Windows 7/8.1, O365 Administration and all Microsoft Office 2010, 2013 products Initiate and manage misc. purchase requests as needed Confer with IT management to help identify technology specific goals and objectives to enhance operational effectiveness Participate on special projects and tasks as assigned Leadership Adhere to all HKS values, processes, policies, standards and procedures Must display initiative, innovation, strong work ethic and dependability Relies on experience and judgment to execute sound decisions and plan and accomplish goals Performs a variety of tasks and projects as assigned with superior organizational and analytical skills Have excellent and effective coaching and mentoring skills Demonstrate professional maturity to work under pressure and carry out multiple assignments concurrently Reports to the Vice President of IT Operations Demonstrate integrity, respect, commitment to excellence, collaboration, agility and value diversity every day with every team member Must interact effectively with all levels of management, technical and non-technical (i.e. business staff) Must explain requirements and technical scenarios to non-technical people Have excellent problem solving and troubleshooting skills at an advanced lev Qualifications: Minimum Experience High School diploma or equivalent is required; Bachelor degree in IT is preferred or applicable industry experience CompTia A+ or Network certifications and Microsoft certifications preferred 5+ years of related experience and/or training; or equivalent combination of education and experience. Team leadership experience is required Knowledge of a variety of the concepts, practices, and procedures related to IT service management Excellent verbal and written communication skills Skills and abilities To perform this job successfully, the individual must be able to lift computer desktops and mo