IT Technician (Shift Lead)
builders first source
Provide enterprise technical support for hardware, software, cloud services, and on-premises systems supporting approximately 30,000 employees across hundreds of bcations. Devebp and deploy SDHelper, a application integrated with Azure and SQL services that replaced a legacy PowerShell-based support tool, introduced new functionality, and reduced average call handling time by approximately 10% Devebped AD Command Center, a PowerShell-based automation platform adopted by the support team to streamline Active Directory administration, automate common account-management tasks, and improve technician efficiency Serve as a senior escalation resource and shift lead for a 30+ member support team, mentoring and onboarding 14+ associate technicians While assisting With complex troubleshooting and operational support Manage software asset administration, licensing, application provisioning, and software ifecycle activities whib supporting enterprise compliance and operational requirements. Author and maintain 1 ,OOO+ technical knowledge base articles in ServiceNow, standardizing support processes and improving technician onboarding and issue resolution
