Desktop Support Lead

Posting Details

Job Posting Information

S485

Desktop Support Lead

Staff

Regular (PIN)

Exempt

$65,000 - $75,000

01/31/2024

Yes

The Desktop Support Lead is responsible for providing Tier IIdesktop support service, serving as an expert in troubleshooting complex issues, and and providing technical development and guidance for the Desktop Support Team. The Desktop Support Lead isalso responsible for assisting the Desktop Support Manager in theday-to-day operations of the Desktop Support Team, focusing onincident management, request fulfillment, provisioning,maintenance, and break/fix management. Ensuring an effective and efficient IT support level is provided within the desktop support environment for resolving IT-related issues or problems.

This position will confirm all SOPs for the Desktop Support Team are followed, and our customers are receiving resolutions totheirissues in a timely fashion.

• Provide Tier II client support for hardware, software, and network services.
• Resolve Tier II escalation tickets by troubleshooting IThardware and software issues, including laptops, desktops, tablets,mobile devices, printers, and VPN issues.
• Assist in the architecture, implementation, and maintenance ofthe organization’s desktop environments, including installation,upgrades, high-level troubleshooting, and Windows and Mac OSsoftware deployment.
• Provide Tier II support for system images, virtual environments, and Mac OS Management.
• Serve as an expert in troubleshooting, diagnosing, and resolving complex end-user device incidents and problems throughdesktop support services and remote support, where appropriate.
• Perform secure baseline image creation and tailoring of Windows operating system images to form a core baseline.
• Support application packaging, deployments, documentation, and release control in an enterprise environment.
• Oversee hardware and software deployment projects assigned tothe Desktop Support team.
• Responsible for classroom and lab maintenance ensuring all computers are updated before the start of the semester.
• Provide technical guidance and collaborate with Tier 3 to streamline services and support.
• Serve as the escalation person for complex issues for thedesktop support team
• Document detailed notes in the ticketing system and provide accurate and timely customer updates.
• Serve as a senior technician of the desktop support team setting the bar high in performance, customer satisfaction, and improving processes.
• Assist in training and mentoring staff to improve performance,increase customer satisfaction, and drive efficiencies.
• Partner with leadership to create a friendly, productive environment that promotes success.
• Monitor desktop queues ensuring SLAs are met, and best ticketpractices demonstrate quality practices. Mentor staff who do notmeet requirements.
• Respond to customer escalations in person and/or via email in atimely manner.
• Determine root causes and create corrective action plans.
• Create standard operating procedures (SOPs) and update existingSOPs for specialized technical support.
• Ability to multi-task projects and daily operations while providing regular status updates to management.
• Serve as backup to the Desktop Support Manager.
• Other duties as assigned.

Bachelor’s degree required in Computer Technology, Computer Science, or IT related field.

HDI, MCSE, MCP, A+, ITIL v4 certificate, Security+ or Network+certification preferred.

A minimum of three (3) years of Tier II support experience in anetworked environment is required.

• Must have a solid understanding of the hardware, software, and network infrastructure that they will be supporting. This includesknowledge of operating systems, hardware components, applications,and network protocols.
• Must have excellent technical knowledge of computer systems,software applications, and hardware peripherals. This includes troubleshooting, diagnosing, and resolving technical issues.
• Must be able to adapt to changing technologies and be willingto continuously…