The Desktop Support Lead supervises a small team of helpdesk and desktop support personnel responsible for providing hardware and software support for desktop and laptop systems. The desktop support team manages Windows and Mac operating systems, Apple, Dell, and Lenovo hardware, and all internal applications and software. This is a hands-on position that acts as a technical leader to the desktop support team.

Core Responsibilities

• Lead a small team of desktop support personnel responsible for timely response to all end-user issues reported.
• Develop metrics to ensure that internal SLAs are being adhered to with regard to response time, first call resolution, incident management, and other key performance indicators.
• Act as the escalation point for the Desktop Support team, functioning as technical lead to the team.
• Troubleshoot operating system, hardware, and application issues on desktop and laptop computers in a mixed (Windows/Linux/Mac) environment.
• Deploy new workstations, utilizing imaging technologies and manual operating system and application installations.
• Desktop configuration and environment management including patching, software upgrades, anti-virus, malware protection, asset management, software licensing, and metering utilizing centralized desktop management tools.
• Provide basic networking support for desktop/laptop computer systems, printers, copiers, and other office equipment.
• Perform preventative and break/fix maintenance on all workstations and office systems.
• Maintain telephones and troubleshoot basic telephone issues.
• Create and maintain user accounts in Windows, Mac, and/or Linux environments.
• Develop and maintain comprehensive documentation on all desktop systems and configurations.
• Personnel management for the Desktop Support team: manage time off, resource utilization, scheduling priorities.
• Own the Desktop Support team’s project portfolio and roadmap, ensuring projects are completed on time and within budget.
• Work with vendor support contacts to resolve complex technical desktop hardware and software issues.
• Work independently with minimal supervision to resolve issues as well as complete project-oriented work as assigned by management.

Required Skills

• Demonstrated experience supporting 100+ user desktop environments in a dynamic, fast-paced environment where priorities change frequently.
• Experience leading a small team of helpdesk and desktop support personnel.
• Solid understanding of Windows and Mac desktop operating systems and configurations.
• Basic server administration including user account creation, group management, and file system permissions.
• Ability to troubleshoot web browser issues and browser plug-ins and add-ons.
• Ability to troubleshoot and resolve desktop security issues: firewall configuration, ant-virus, spyware, etc.
• Ability to troubleshoot and resolve moderate to complex technical issues independently and/or with vendor support.
• Familiarity with ticket-based helpdesk systems/workflows with the ability to document problems and resolutions and clearly communicate issue status to customers and management.
• Customer-focused attitude and commitment to quality.

Education

Degree in a technology-related discipline, graduation from technical school, and/or recognized industry certifications related to hardware/software, desktop operating systems, networking, or similar.

Please send resume and salary requirements to jobs@webassign.net. No phone calls please.

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