Desktop Lead​/Helpdesk Lead

Job Description

Customer Desktop Support candidate needed uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.

Customer Desktop Support - uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success.

• Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.
• Communicates status of progress to the customer.
• Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system.
• Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems.
• Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
• Installs and images new computers and loads appropriate software for customers.
• Deploys new business applications as needed.
• Installs local and network printers and other peripherals and configures them.
• Responsible for user data and migration of profiles as computers are replaced.
• Stays abreast of current technology in a changing environment.
• Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems.
• Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.

• Ability to lead projects that require directing the work of others with some latitude on actions or decisions.
• Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success.
• Provides status on project work to management.

• Responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for.
• Documentation used by team members for operational standards of daily work.
• Documentation also used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external).
• All documentation is reviewed annually.

• All Technical Services Staff must be aware of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved.
• Responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.