Job Title: Lead Analyst - SupportJob Description Lead and mentor a team of Support Analysts, providing guidance, training, and performance feedback. Foster a positive and collaborative team culture, encouraging professional growth and development. Provide hands-on technical support to end-users, troubleshooting hardware, software, and network issues. Escalate complex problems to higher-level support or specialized teams as needed. Ensure timely resolution of incidents and service requests. Oversee the service desk operations, including ticket management, prioritization, and SLA adherence. Monitor service desk metrics and KPIs, identifying areas for improvement. Collaborate with other teams to enhance service delivery processes. Maintain accurate documentation of IT processes, procedures, and troubleshooting guides. Contribute to the development and maintenance of the knowledge base. Train team members on best practices and standard operating procedures. Conduct user training sessions on tools, applications, and security practices. Communicate updates, system changes, and maintenance schedules to end-users. Ensure compliance with company policies, industry standards, and data protection regulations. Act as the front-facing support liaison for technical issues when escalated outside of the support team. Participate in testing and deployment initiatives and aids in the implementation of new technologies. Support decisions made by Management and take timely independent actions based on project priorities. Perform other duties as assigned.Hard Skills
Ability to lead a team
Hardware, network, mobile management
Measure KPIs
Hands-on troubleshooting experience
Soft Skills
Leadership
Communication
Collaboration
Training and mentoring
Job TypeThis is a Contract-to-Hire position with a duration of 12 Month(s).Work SiteThis is a fully on-site position in Saint Louis, Missouri.About Aston Carter: Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.Diversity, Equity & Inclusion At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
Hiring diverse talent
Maintaining an inclusive environment through persistent self-reflection
Building a culture of care, engagement, and recognition with clear outcomes
Ensuring growth opportunities for our people
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.
