End User or Desktop Support Lead

JOB PURPOSEResponsible for providing Tier II desktop support service serving as an expert in troubleshooting complex issues andproviding technical development and guidance for the Desktop Support Team.QUALIFICATIONBachelors degree with knowledge of ITRESPONSIBILITIESProvide Tier II client support for hardware software and network services.Resolve Tier II escalation tickets by troubleshooting IT hardware and software issues including laptops desktops tablets mobile devices printers and VPN issues.Assistin the architecture implementation and maintenance of the organizations desktop environments including installation upgrades high-level troubleshooting and Windows and Mac OS software 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 through desktop support services and remote support whereappropriate.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 to the Desktop Support team.Responsible for classroom and lab maintenanceensuringall computers are updated before the start of the semester.Serve as the escalation person for complex issues for the desktop support teamDocument detailed notesinthe ticketing system and provideaccurateandtimelycustomer updates.Serve as a senior technician of the desktop supportteamsetting the bar high in performance customer satisfaction and improving processes.Assistin training and mentoring staff to improve performance increase customer satisfaction and driveefficiencies.Partner with leadership to create a friendly productive environment that promotes success.Monitor desktop queues ensuring SLAs are met and best ticket practices demonstrate quality staff who do not meet requirements.Respond to customer escalations in person and/or via emailin a timely manner.Determineroot causes and create corrective action plans.Create standard operating procedures (SOPs) and update existing SOPs for specialized technicalsupport.Ability to multi-task projects and daily operations while providing regular status updates to management.TECHNICAL SKILLS / COMPETENCIESMANDATORYITIL certification (Foundation level or higher).Experience with ticketing systems (e.g. ServiceNow HPSM Manage Engine Ivanti).Must have a solid understanding of the hardware software and network infrastructure that they will be supporting. This includes knowledge 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.Musthave excellentexpertisein preparingthe Analyticandoperationreportsandpresentation. Should be confident in presenting the same with Stakeholders.TheDesktop Supportleadwill work in a fast-paced environment and must be able to adapt to changing priorities.SOFT SKILLSMANDATORYAbility to explain technical concepts in a clear and understandable manner to non-technical users.Effective listening skills to accurately understand user problems and concerns.Patience and empathy to deal with frustrated or anxious users.Ability to build rapport and trust with end-users.Ability to work effectively as part of a team collaborating with other IT professionals.Willingness to share knowledge andassistcolleagues.#J-18808-Ljbffr