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Desktop Support Lead
Ref No.: 18-03060
Location: Belleville, Michigan
Position Type:Full Time
Pay Rate : $ 80,000.00 /Year
Desktop Support Lead
 
The Desktop Support Lead is a member of the IT 'End User Support' team and reports to the Manager of End User Support.  The Lead Support Engineer is the first escalation path for the Service Desk and provide Level 2 support within the organization, including desk side support in offices.  He/she is responsible for maintaining the Client IT knowledgebase and will review closed incidents for closure notes that can be used to improve the KB.  One of the Support Lead's duties shall be to maintain an imaged fleet of desktops and laptops and to work with Desktop Engineers to improve the deployment images.  The duties of this role include the management of all hardware and software assets assignable to the end users and to generate reporting on assets as needed.  The desktop support lead will also setup on-site support through 3rpd party providers when physical service needs to be provided at our remote locations.
 
The ideal candidate for this role is one who is fired up to succeed and desires to face challenges every day, shoulder to shoulder with their teammates.  The candidate will be comfortable with ambiguity and acting with little information or oversight.  He/she is detail oriented, a strong communicator, and has strong business acumen, able to relate IT activities to over-arching business strategies.  Continual Process Improvement is a constant consideration throughout this person's day-to-day activities and they are adept at finding new and inventive ways for the team to become more effective and efficient.   The ideal candidate thrives in a fast-paced team atmosphere, brings a positive attitude to work every day, seeks out knowledge and new information, takes ownership of all their actions, and tries to have fun even when the stress level is high. 
 
Principal Responsibilities
  • Provide Level 2 support and function as first escalation point for the Service Desk
  • Supervise other Level 2 resources by providing feedback, mentoring, and scheduling.
  • Maintain the IT Knowledge Base, including authoring new articles and update or retiring existing ones.
  • Deliver requested items that come in through standard user request channels
  • Manage hardware and software assets and maintain accurate license deployments as applicable.
  • Perform needed support and configuration tasks on corporate telephony technologies, including Cisco desk phones and messaging programs.
  • Maintain data backups for end user computers and monitor for computers that fall off schedules
  • Setup 3rd party on-site service calls in accordance with established procedure and vendors.
  • Image desktop and laptop computers, working closely with Desktop Engineering to improve images and deployment processes.
  • Escalate items as needed to the Manager of End User Support
Required Education / Experience
  • 2-4 years in progressively complex IT technical roles within an enterprise environment
  • 2+ years experience fielding tickets in a complex service management product (ServiceNow experience preferred)
  • Previous Experience in a Lead role helping mentoring and/or directing others work
  • 3+ years experience building inter and intra-team relationships, and effectively communicating technical information to non-technical audiences.  Strong presenting skills required.
  • Experience using variety of remote support tools (RDP, VNC, TeamViewer, GoToAssist, etc)
  • Exceptional customer service and communication skills
  • Working knowledge of ITIL v3 framework (certification preferred)
  • Associate-level degree or equivalent combination of education and work experience.