JOB TITLE: Team Lead, Technical Analyst
DEPARTMENT: Information Technology
REPORTS TO: IT Leadership
REVIEW DATE: Annually in February
Position Overview
The Team Lead, Technical Analyst is responsible for coordinating, implementing, and executing IT tasks while ensuring alignment with organizational strategy and technical objectives. This role involves team leadership, system administration, and technical support responsibilities.
Roles & Responsibilities
End-User Administration
- Serve as the first line of support for users and escalate issues as needed.
- Support and troubleshoot laptops, desktops, monitors, and printers.
- Manage Active Directory (AD) and Microsoft 365 accounts.
- Administer VoIP phone systems and associated accounts.
- Support and assist with SSO and MFA configurations.
Complex Issue Resolution
- Act as an escalation point for Technical Analysts (Levels I, II, and III).
- Handle Tier 2 and Tier 3 technical support issues.
- Provide direct support to executives and management.
Asset Administration
- Manage, inventory, and allocate IT equipment.
- Oversee device imaging and wiping processes.
- Develop and maintain device images.
System Administration
- Support and assist with security solutions such as anti-virus, email filtering, MDR, SIEM, and cloud-based SaaS tools.
- Install and maintain operating systems, virtualization platforms, and backup solutions.
- Manage Microsoft and VMware servers/services and cloud backup services.
Network Administration
- Assist with configuration and maintenance of WAN/LAN network devices, including firewalls, VPNs, and IDS/IPS solutions.
Technical Analyst Team Management
- Lead IT staff, coordinate resources, and ensure timely project execution.
- Collaborate with IT leadership to drive team success in projects and initiatives.
- Train new Technical Analysts on processes and best practices.
- Manage the service desk queue and monitor team performance metrics.
Project Support
- Assist with IT projects as assigned by IT leadership.
- Communicate issues and obtain support from senior leadership as necessary.
Qualifications & Experience
- Bachelor’s degree in Information Technology or related field (or equivalent experience).
- 2+ years of experience in a lead or management role.
- Proficiency in troubleshooting various hardware and software systems.
- Advanced expertise in Microsoft technologies, including Active Directory, Entra ID, Intune, SharePoint, and Office Suite.
- Experience with device management tools (Intune, NinjaOne, Action1, etc.).
- Service Desk experience with platforms such as Jira or ServiceNow.
- Strong leadership and interpersonal skills.
Behavioral Competencies
- Align with the organization's vision and mission.
- Exhibit strong team leadership, problem-solving, and decision-making abilities.
- Maintain confidentiality of all work-related information.
- Display initiative and reliability in record-keeping and project execution.
- Communicate effectively across all levels of the organization and external stakeholders.
- Prioritize tasks effectively and work independently when necessary.
