Lead Facility Desktop Support Technician

Duties & Responsibilities

Lead Facility Desktop Support Technicians provide expert technical support and ensure the efficient operation of the desktop support team. This leadership role expands beyond individual proficiency to encompass team management and operational oversight, including the comprehensive installation, maintenance, and troubleshooting of diverse IT equipment such as computers, scanners, label printers, medication carts, Workstations on Wheels (WOWs), and related peripherals.

• Supervises and mentors a team of desktop support technicians.
• Assigns and prioritizes support tickets and tasks.
• Conducts performance evaluations and provides feedback.
• Facilitates team meetings and communication.
• Serves as the primary point of escalation for complex or critical technical issues.
• Coordinates with other Information Technology (IT) teams and vendors to resolve escalated problems.
• Ensures timely and effective resolution of high-priority incidents.
• Develops and implements standard operating procedures (SOPs) and best practices.
• Identifies and recommends improvements to support processes and workflows.
• Contributes to the development of knowledge base articles and documentation.
• Monitors and ensures compliance with service level agreements (SLAs).
• Generates reports on support metrics and performance.
• Identifies and addresses trends in support requests.
• Participates in and coordinates IT projects, such as hardware deployments and software upgrades.
• Ensures smooth implementation and minimal disruption to users.
• Manages project timelines and resources.
• Oversees the management of IT inventory and assets.
• Ensures accurate tracking and reporting of hardware and software.
• Manages software licensing and compliance.
• Provides training and guidance to team members on new technologies and procedures.
• Stays up-to-date with industry trends and best practices.
• Promotes continuous learning and professional development within the team.
• Provides on-site technical support to users, addressing questions and issues related to audio visual (AV) systems for the network.
• Performs other duties as assigned or required.

• A baccalaureate degree from an accredited college or university and four (4) years of satisfactory, full‑time experience in mainframe computer, mid‑range computer, LAN or WAN computer environments, and/or local desktop support, two (2) years of which must have been in a supervisory capacity; or
• An associate degree or 60 semester credits from an accredited college or university and five (5) years of satisfactory, full‑time experience, including two (2) years of experience in a supervisory capacity, as described in ʺ1ʺ above; or
• A high school diploma or its educational equivalent and six (6) years of satisfactory, full‑time experience, including two (2) years of experience in a supervisory capacity, as described in ʺ1ʺ above; or
• Education and/or experience equivalent to ʺ1ʺ, ʺ2ʺ, or ʺ3ʺ above. Undergraduate college credit can be substituted for experience on the basis of thirty (30) semester credits, from an accredited college or university, for six (6) months of experience. However, all candidates must have at least a high school diploma or its educational equivalent and two (2) years of satisfactory, full‑time experience in a supervisory capacity, as described in ʺ1ʺ above.