Lead Desktop Administrator

OH9002 Corporate Office
7815 Walton Parkway
New Albany, OH 43054, USA

• Take inbound Desktop support calls resolving customer issues timely and effectively as needed
• Handle high level escalations and direct assignments from Desktop Administrator Manager and other IT management
• Display excellent customer service with customers throughout the support process
• Respond promptly to user, team and management communications via ticketing system, email, Microsoft Teams
• Creates new image builds for large updates / Microsoft OS releases to ensure efficient reimage process
• Audit and manage user Office 365 and Active Directory accounts (Create, remove, change)
• Maintain current knowledge of computer imaging, computer setup, credit card reader software and hardware setup including current best practices and configurations for available models
• Works closely with management as a lead for handling setup for new property openings and other assigned tasks
• Provides inventory management for corporate assets
• Works with third party vendors for warranty repair of departmental IT equipment
• Serves as an escalation point for Desktop Administrator
• Assist Desktop Administrator with more challenging support issues and serve as a point of reference to confirm hardware upgrade / replacement recommendations
• Assist Desktop Administrator Team and management with creation of beneficial training materials pertaining to computer troubleshooting and usage
• Assists with shipping in house equipment for new property openings
• Report major issues to the Desktop Administrator Manager for discussion and review
• Assists Desktop Administrator Manager with hardware refresh review and vendor choices for hardware upgrades
• Assists Desktop Administrator Manager with Call Reviews for Desktop Administrators
• Assists Desktop Administrator Manager with PCI security audits for corporate assets
• Assists Desktop Administrator Manager with software rollout planning as well as team needs and training
• Other duties as assigned

• Associate Degree in an Information Technology related field or equivalent work experience
• 3-5 years experience in Red Roof Desktop Administrator role or 5+ years of equivalent experience
• Excellent customer service and interpersonal communication skills
• Ability to work with diverse support population with varying Information Technology skill levels
• Ability to think critically, problem-solve, communicate, and manage task execution
• Strong incident remediation skills
• Demonstrated ability to lead and manage through challenging projects and multiple priorities
• Must work well in a dynamic environment with adapting to changing business needs
• Support self growth and development with a strong drive to learn and teach others
• Multi-tasking and time-management skills, with the ability to prioritize tasks
• Strong hardware and software skills with emphasis on common PC, printer, and Network issues
• Experience with technology Manufacturers:
  Microsoft (Surface), Lenovo, Apple, Brother is preferred
• Ability to work efficiently either independently or working closely with a team or group
• Ability to create training documentation and train in a formal in person or remote setting
• High level of professionalism, ethics, and integrity, with the ability to build relationships while ensuring compliance with all company policies
• Able to handle sensitive/confidential situations and documentation

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.