Lead IT Technical Analyst

Job DescriptionJob Description

Reporting to the User Support Manager, the Lead IT Technical Analyst will take ownership of user-facing technology systems and the backend infrastructure that supports those technologies within the company. This role will function as a day-to-day leader within the IT support team, providing technical expertise, mentorship, and guidance while ensuring the efficiency and reliability of IT operations. The Lead IT Technical Analyst will be expected to work independently, drive continuous improvement initiatives, and take a proactive approach in identifying and resolving technical challenges.

The primary job responsibilities will include managing and responding to user tickets, supporting telecom and video conference systems, imaging and deploying computers, and engineering network, Azure and other key systems. Additionally, the role will encompass onboarding new users, archiving terminated user data, optimizing IT processes, and spearheading initiatives to improve overall IT service delivery. The Lead IT Technical Analyst will be expected to serve as an escalation point for complex issues, collaborate with cross-functional teams, and ensure that IT services align with business needs.

Additional duties may include leading user training sessions, performing advanced performance troubleshooting, organizing and maintaining IT equipment storage, evaluating and implementing new systems and platforms, and championing best practices in cybersecurity and IT governance.

Great candidates will have extensive experience in IT support and engineering, a deep understanding of end-user compute environments, and a proven track record of leadership within IT operations. Strong communication skills, strategic thinking, and the ability to drive projects to completion with minimal supervision are essential. The ideal candidate will demonstrate a commitment to operational excellence and a proactive mindset in maintaining and improving IT services.

Qualifications

Education and Experience

• 5+ years of experience in IT support, desktop support, or related technical roles.
• Associate's degree required; a Bachelor's degree in IT or a related field is .
• Industry certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalent are strongly .

Additional Knowledge, Skills, and Personal Characteristics

• Expertise in MS Windows operating systems and enterprise IT environments.
• Demonstrated experience providing advanced technical support, troubleshooting, and resolution for end users and devices.
• Proficiency in diagnosing and resolving complex technical issues spanning multiple technology stacks.
• Advanced knowledge of wired and wireless networking, including a solid understanding of TCP/IP, DNS, DHCP, and other common networking protocols.
• Strong experience with Active Directory and Azure Entra ID for account management, security policies, and user provisioning.
• In-depth understanding of business collaboration systems such as email, Microsoft Teams, SharePoint, and enterprise video conferencing solutions.
• Ability to effectively triage and prioritize requests, ensuring critical workflow disruptions are mitigated promptly.
• Strong grasp of cybersecurity principles and best practices to safeguard IT infrastructure and provide secure remote support.
• Exceptional communication skills with the ability to articulate technical concepts to a diverse audience, including non-technical stakeholders.
• Leadership capabilities, including mentoring junior IT staff, driving process improvements, and fostering a collaborative team environment.
• Highly adaptable, proactive, and capable of working autonomously in a fast-paced, dynamic environment.

Work Environment

• Desire to work in a fast-paced, environment wearing multiple hats and a wide-range of responsivities across the entire technology stack.
• Hybrid work schedule. Monday and Friday remote work; Tuesday, Wednesday, and Thursday in office work.
• Able to work indoors, in an office environment, with frequent deskwork, will occasionally need to work with wires under a desk or table and left up to 20 lbs overhead.

Symmetry Energy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to , , , , , , , , , veteran status, or any other classification protected by federal, state, or local law. If you are an individual with a and need accommodation to complete the application, please email us at recruiting@symmetryenergy.com.