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Macon In-Offce IT Support Team Leader

Are You A... 

  • Problem Solver

  • Tech Savvy Person

  • Patient and able to troubleshoot simple issues

  • Able and Willing to Work in Office

Position Details

The Echelon Group is seeking a

Macon IN-OFFICE IT Support Team Leader. 


The Team Leader will assist in the office with IT duties and equipment pick up and drop off. This will be on a rotational basis. When not supporting IT you will continue to work on your current program. .


Hours: Based on current shift. These duties can be performed within your current shift hours.

Deadline:  End of business Wednesday, January 18th, 2023.  We will begin the interview and selection process on Thursday, January 19th, 2023.



Responsibilities include, but are not limited to:


  • Handle inbound/outbound calls to/from customers. 

  • Effectively communicate with customers via telephone and email. 

  • Provide information in response to inquiries about technical support, product services and general customer service. 

  • Obtain and evaluate all relevant information to handle inquiries and complaints. 

  • Maintain customer records by updating account information. 

  • Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner. 

  • Contributes to team effort by accomplishing related results as needed. 

  • Direct requests and unresolved issues to the designated resource. 

  • Team Leaders will perform most of their function taking calls along with additional work related functions. 

  • Process, and resolve basic correspondence items. 

  • Communication via phone, email and other forms of communication with Customer Service Representatives and Program Manager. 

  • Analyze customer inquiries on the phone and/or understand written correspondence. 

  • Assist with employees receiving and returning equipment. 

  • Assist with equipment trouble shooting. 

  • Other duties, responsibilities, and job functions as assigned. 

Additional Daily Tasks: 

  • Clock into Paychex 

  • Check email and respond accordingly at the beginning of your shift, continuously during your shift, and at the end of your shift

  • Send EOD at the end of your shift 

  • All tasks assigned to The Echelon Group are up to date 

  • Document ALL IT issues using the appropriate guidelines

  • Maintain Macon equipment inventory and communicate needs 

  • Identify any struggles or changes that need to be made 


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