Desktop Support Lead

Posting Details Job Posting Information Job Posting Number S485 Position Title Desktop Support Lead Class Title Staff Regular or Contingent II Regular (PIN) Desired Start Date FLSA Exempt Salary Range $65,000 - $75,000 Open Date 01/31/2024 Close Date Open Until Filled Yes Duties and Responsibilities The Desktop Support Lead is responsible for providing Tier IIdesktop support service, serving as an expert in troubleshootingcomplex issues, and and providing technical development andguidance for the Desktop Support Team. The Desktop Support Lead isalso responsible for assisting the Desktop Support Manager in theday-to-day operations of the Desktop Support Team, focusing onincident management, request fulfillment, provisioning,maintenance, and break/fix management. Ensuring an effective andefficient IT support level is provided within the desktop supportenvironment for resolving IT-related issues or problems. Thisposition will confirm all SOPs for the Desktop Support Team arefollowed, and our customers are receiving resolutions totheirissues in a timely fashion. Provide Tier II client support for hardware, software, andnetwork services. Resolve Tier II escalation tickets by troubleshooting IThardware and software issues, including laptops, desktops, tablets,mobile devices, printers, and VPN issues. Assist in the architecture, implementation, and maintenance ofthe organization’s desktop environments, including installation,upgrades, high-level troubleshooting, and Windows and Mac OSsoftware deployment. Provide Tier II support for system images, virtualenvironments, and Mac OS Management. Serve as an expert in troubleshooting, diagnosing, andresolving complex end-user device incidents and problems throughdesktop support services and remote support, whereappropriate. Perform secure baseline image creation and tailoring of Windowsoperating system images to form a core baseline. Support application packaging, deployments, documentation, andrelease control in an enterprise environment. Oversee hardware and software deployment projects assigned tothe Desktop Support team. Responsible for classroom and lab maintenance ensuring allcomputers are updated before the start of the semester. Provide technical guidance and collaborate with Tier 3 tostreamline services and support. Serve as the escalation person for complex issues for thedesktop support team Document detailed notes in the ticketing system and provideaccurate and timely customer updates. Serve as a senior technician of the desktop support teamsetting the bar high in performance, customer satisfaction, andimproving processes. Assist in training and mentoring staff to improve performance,increase customer satisfaction, and drive efficiencies. Partner with leadership to create a friendly, productiveenvironment that promotes success. Monitor desktop queues ensuring SLAs are met, and best ticketpractices demonstrate quality practices. Mentor staff who do notmeet requirements. Respond to customer escalations in person and/or via email in atimely manner. Determine root causes and create corrective action plans. Create standard operating procedures (SOPs) and update existingSOPs for specialized technical support. Ability to multi-task projects and daily operations whileproviding regular status updates to management. Serve as backup to the Desktop Support Manager. Other duties as assigned. Minimum Qualifications Education Bachelor’s degree required in Computer Technology, ComputerScience, or IT related field. HDI, MCSE, MCP, A+, ITIL v4 certificate, Security+ or Network+certification preferred. Experience A minimum of three (3) years of Tier II support experience in anetworked environment is required. Knowledge Skills and Abilities Must have a solid understanding of the hardware, software, andnetwork infrastructure that they will be supporting. This includesknowledge of operating systems, hardware components, applications,and network protocols. Must have excellent technical knowledge of computer systems,software applications, and hardware peripherals. This includestroubleshooting, diagnosing, and resolving technical issues. Must be able to adapt to changing technologies and be willingto continuously learn and improve their skills to keep pace withthe latest technology trends. Must possess excellent documentation skills, must be able toaccurately record and track technical issues, resolutions, and anyother pertinent information. Strong technical foundation, excellent problem-solving skills,and a customer-focused mindset. Experienced troubleshooter (hardware, software, and complexsystems). Strong knowledge of Windows Operating System, MacOS, iOS Strong knowledge of Office 365, Teams, Zoom, VPN, etc. Strong knowledge of VMware. Work independently and within the framework of a team withminimum assistance. Must understand the art of always providing customerservice. Ability to analyze complex issues. Conditions of Employment Other Benefits include medical, dental, prescription, long-termdisability, accidental death and dismemberment insurance and lifeinsurance; paid time for paid sick leave, annual leave, andpersonal leave; 12 paid holidays per year, tuition remission;employer-funded pension and supplemental retirement accounts. Please be advised, COVID -19 vaccinations are encouraged but notrequired for faculty and staff to be employed at Bowie StateUniversity. This protocol is subject to change. Some Remote hours allowed. #J-18808-Ljbffr