Digital Support Lead at IMPERATIVE CHEMICAL PARTNERS, INC. in Midland, Texas

Job Description:

Job Description

SUMMARY:

 

The Digital Support Lead is accountable for strategic oversight of level-one technical support services for Imperative Chemical Partners' ensuring exceptional customer service delivery for employees across all locations, particularly at the Midland corporate office. This role is responsible for leading a team of Digital and Field Support Technicians in providing responsive assistance, managing support tickets, conducting routine maintenance, and driving collaborative efforts on information services projects. The ideal candidate will demonstrate exemplary leadership qualities, possess strong communication skills, and exhibit a deep understanding of troubleshooting and supporting both Microsoft Windows and Apple iOS environments, while fostering a culture of exceptional customer service and continuous improvement within the support team.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

• Manage customer service priorities as well as identify immediate I&S end-user needs.


• Assist in defining and supporting I&S SLAs as well as customer service satisfaction.


• Improve ADT support workflows from an Infrastructure & Support (I&S) standpoint.


• Ensure work completion, knowledge transfer, and overall efficiency of reporting personnel.


• Oversee the tracking and resolution of support tickets, establishing efficient processes for escalation and documentation to promote continuous improvement.


• Ensure technicians provide responsive and courteous level-one technical support via email or telephone to address employee inquiries and issues promptly, and serve as an escalation point as needed


• Foster a culture of learning through training initiatives, both in-person and through the development of comprehensive training materials.


• Setup or refurbish computing equipment and mobile devices in adherence to established procedures.


• Conduct routine maintenance and monitoring of hardware and software systems to ensure optimal functionality.


• Stay abreast of advancements in computer science and information technology to enhance your team's presentation, customer service, and business communication skills.


• Be available for remote work or on-call support as required, and be capable of performing physical tasks such as equipment servicing.


• Occasionally travel overnight, with expenses covered by the company, to branch locations for maintenance or support purposes.

 

REQUIRED EDUCATION, QUALIFICATION, AND EXPERIENCE

 

• Some college or technical training in computer science or information technology (IT), or equivalent experience


• Prior experience, volunteer service, or extracurricular involvement demonstrating aptitude in any field.


• Ability to multitask effectively and collaborate with team members.


• Proficiency in setting up and supporting Windows 10 desktop/laptop environments and iOS mobile environments.


• Familiarity with standard features in Microsoft Office / Office365.


• Competency in troubleshooting common hardware and software issues across various platforms.


• Strong follow-up skills to ensure end user tickets are tracked and resolved efficiently.


• Demonstrated proficiency in professional business communication and customer service.

 

REQUIRED SKILLS AND ABILITIES:

•  Excellent communication skills, both verbal and written.


• Strong customer service orientation with a commitment to resolving user issues promptly and effectively.


• Ability to work independently with minimal supervision and as part of a team.


• Detail-oriented approach with a focus on accuracy and thoroughness in tasks.


• Aptitude for problem-solving and analytical thinking in resolving technical issues.


• Adaptability to changing priorities and willingness to learn new technologies.


• Commitment to upholding company policies and promoting an inclusive work environment.

PRE-EMPLOYMENT REQUIREMENTS

• Must complete and pass all required pre-employment screenings.

This description reflects management's assignment of essential functions, it does not exclude or restrict the tasks that may be assigned or re-assigned.  This job description is subject to change at any time.

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