Technical Support Lead

The Technical Support Lead will oversee IT Support, AV, and Desktop support, including installation, configuration, maintenance, troubleshooting, user support, system updates, collaboration, documentation, vendor coordination, and event support. The ideal candidate should have technical expertise in desktop support, AV systems, and network troubleshooting, strong problem-solving and communication skills, adaptability, time management, and relevant IT and AV certifications.

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours. 

Include, but are not limited to:

• Installation and Configuration: Set up and configure desktop computers, AV equipment, and software applications as per organizational standards.
• Maintenance and Troubleshooting: Perform routine maintenance, diagnose, and troubleshoot hardware, software, and AV system issues.
• Support and Training: Provide technical support to end-users, assisting them with desktop, AV, and connectivity issues. Offer training and guidance on the use of AV and IT equipment.
• System Updates: Keep systems up-to-date with the latest patches and updates for operating systems and other critical software.
• Collaboration: Work closely with IT and AV teams to coordinate on projects, events, and support activities.
• Documentation: Maintain accurate records of installations, issues, and resolutions for future reference and compliance.
• Vendor Coordination: Liaise with vendors for the procurement of AV equipment and manage service contracts.
• Event Support: Provide on-site support for events, ensuring all AV equipment operates smoothly and meets the event’s requirements.

• Bachelor’s degree or experience supporting VIP, “C” suite executives. 
• Understanding of ITIL/ITSM foundation framework. 
• Must be versatile to support various mobile device OS and hardware. 

• Technical Expertise: Proficient in desktop support, AV systems, and network troubleshooting.
• Problem-Solving: Strong analytical skills to resolve complex technical problems.
• Communication: Excellent verbal and written communication skills to interact with team members and end-users.
• Adaptability: Ability to adapt to changing technologies and learn new skills.
• Time Management: Efficient in managing time and prioritizing tasks, especially when handling multiple support tickets or projects.
• Certifications: Relevant certifications in IT and AV technologies are a plus.

• The role may require flexibility in terms of location, with a combination of on-site and remote work.
• Availability for after-hours support or during events may be necessary.

• The estimated annual pay range for this position is $60,000 - $90,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status