Desktop Support Team Lead

Position Summary

This position reports to (IT Warehouse /Desktop Support Manager) and is responsible for (Corporate onsite and remote users only with patch management, OS Feature Updates, Deployments, IT Projects, System Builds, ect.This position reports to (IT Warehouse /Desktop Support Manager) and is responsible for (Corporate onsite and remote users only with patch management, OS Feature Updates, Deployments, IT Projects, System Builds, ect.

Job Responsibility

• Responsible for leading the daily operations of a technical support team
• Train, mentor team members on the creation and use of internal IT technical processes
• Monitor and resolve end user hardware/software problems using Cherwell/Service Now Call Logging Software, ensuring that service levels are met
• Provide printer support training for users and helpdesk personnel
• Troubleshoot and repair various computer peripherals
• Coordinate replacement of EOL IT equipment
• Responsible for deploying critical OS patches and updates to enterprise user systems
• Manage various IT Projects
• Complete other duties as assigned

Accountability

• Understand, adhere to, and enforce all corporate policies including, but not limited to, Advance America’s Creed, Code of Ethics, and Information Security Policies.

Job Responsibilities Cont.

Education Required

High school Diploma or equivalent, Technical Certifications or College Degree Preferred.

Experience Required

3-5 years of customer service experience; 3-5 years of PC hardware experience, Active Directory, Patch Management, Remote user support.

Knowledge Required

Ability to diagnose, identify and repair laptop and desktop computers. Excellent verbal and written communication skills, with the persistence in seeking resolutions in a timely effective manner. Experienced with using an enterprise break/fix ticketing system. Knowledgeable in the setup of networked and dedicated laptops/desktops along with a detailed knowledge of static IP addressing, subnet masks and gateways. Detailed knowledge of Server Support, Creating and Supporting Cloud Based Operating Systems, Windows OS, Active Directory, RDP, VPN, Dual Factor Authentication, Ability to develop and maintain business relationships. Excellent written and verbal communications skills as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Ability to read, write, evaluate, and apply information. Ability to interact professionally and exhibit appropriate social skills. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.

Physical Requirements

Walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 20 lbs., occasional lifting of up to 50 lbs.; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel, be physically present at, and complete the physical requirements of the position at any assigned location.

Competencies

Travel

Local Only, 10%

Attire

Business Casual

Other

Must be eligible to work in the USA and able to pass a background check.