Network & Desktop Support Lead I

General Responsibilities Provide second level support of user workstations, including installing and troubleshooting software and hardware problems. Handles problems that the Service Desk support team is unable to resolve. Provide first level support of office network systems such as WAN optimization appliances, server, switches and unified communications solution. Recommends system modifications to reduce user problems. Works on approved projects for the Infrastructure group. Essential Roles and Responsibilities Acts in a leadership role, assists and mentors all support team members to ensure a high quality of service delivery to the organization Leads desktop support team, in planning, coordinating and management of daily tasks. Acts as team Project Manager, ensuring desktop support personnel are aligned with desktop support project initiatives. Leads teams in diagnosis of hardware and software problems in a timely and accurate manner. Follows best practices for asset management working closely with the compliance department. Monitors teams progress to meet task and project assignments Collaborates with other teams to assess impact of application changes in the infrastructure environment. Creates and maintains documentation that supports day to day desktop support operations. Follow safety rules, guidelines and standards for all projects. Participate in pre-task planning. Report any safety issues or concerns to management. Be responsible for maintaining quality standards on all projects. Leads the Network and Desktop Support team in researching and resolving 2nd Level Support work orders for software, server hardware, end user computing and desktop-based LAN systems. Identify problems and perform root cause analysis with other teams when necessary to prevent further occurrences. Independently configures and loads software for user’s desktop and laptops. Participates in the testing and evaluation of new desktop packages. Installs and rolls out new software packages, upgrades and desktop hardware. Provides feedback to systems administration and system architect group to proactively address problems with deployments to ensure software distributions do not impact organization productivity. Maintains customer’s desktop software and hardware and supports a mobile workforce. Troubleshoots connectivity and functionality of remote access functionality. Open and/or close work orders utilizing Help Desk application on each call received. Proactively monitors networks to provide stable dependable network services. Proactively troubleshoots connectivity and configures local area networks. Ensures adherence to desktop security procedures. Adheres to change control process. Performs as a primary resource for planned outages each period. Documents and maintains enterprise system documentation as it pertains to operational checklists and system performance. Undertakes unique projects for the Office environment without supervision as requested. Attend mandatory training and meetings. Assist in the planning or facilitation of these events. Maintain an accurate record of hours spent on Work Orders and projects. Mentors junior members of the IT Service Desk and Network & Desktop support groups. Requirements Associate’s degree in Information Systems and 8 years’ experience. Or, in lieu of a degree, a minimum of 10 years’ experience. 8-10 years’ experience as a Desktop and Network Analyst or Administrator experience with Windows Server environments, Windows Professional workstation environments, Active Directory environments and LAN/WAN networking environments. ServiceNow experience a plus. 5 years’ experience in senior level role preferred. Bachelor’s degree in Information Systems or related field preferred. Experience with Microsoft Office Suite of products, e.g., Word, Excel, PowerPoint etc. Windows Server operating systems Experience in LAN/ WAN networking environments A valid driver’s license with acceptable violation history may be required. Preferred Qualifications MCP certification MCSA certification MCSE certification N+ certification CCIE A+ certification or any combination #J-18808-Ljbffr Terracon