Desktop Support Lead

Posted 13 September 2022
Location Oklahoma City, United States of America
Job type Contract

Job Description

Desktop Support Lead

Location: Oklahoma City, OK


Level of Responsibility:

  • Provide technical support of the organization's desktop computing environment while ensuring exceptional customer service in response to incidents and requests across the organization.

  • Responsible for installing, troubleshooting, repairing, maintaining, and upgrading computer hardware and peripheral equipment.

  • Responsibilities are varied and complex.

  • May work outside area of assigned duties.

  • Expert in own area of responsibility.

  • Works independently.

  • Resolves complex problems within area of responsibility.

  • Identifies opportunities and innovative solutions.

  • Recommends changes in procedures.

  • Reviews progress and evaluates results.

  • Authority to make decisions related to job responsibilities.

Essential Functions:

  • Act as technical expert in a computer client support environment.

  • Serve as an escalation point for all other technicians.

  • Take escalated issues and resolve or refer to a specialized expert as needed.

  • Lead activities of desktop staff to diagnose and resolve client issues; guide computing support staff on diagnosis of potential issues and resolutions.

  • Lead projects requiring technical expertise and creativity in analysis and deployment of technology.

  • Evaluate computer client software and hardware technologies and determines how they can be effectively integrated.

  • Assess architecture and current hardware limitations, defines and designs system specifications, and evaluates input/output processes and working parameters for hardware/software compatibility.

  • Develop, test, and package desktop/laptop/tablet images and applications for remote distribution including task sequences

  • and GPO updates.

  • Integrate new computer client software and hardware into the corporate environment.

  • Perform regular operating system and application desktop/laptop patching of Microsoft operating systems and applications.

  • This requires experience with installation and configuration.

  • Identify issues for continuous service improvement (CSI).

  • Responsible for assisting in the effective provisioning, installation, configuration, operation, and maintenance of the required hardware, software, and related cloud and on-premise infrastructure.

  • Follow support methodologies based on ITIL standards to provide a highly performing and available environment.

  • Work collaboratively with all IT teams to centralize and standardize processes.

  • Contribute to the development, communication and implementation of procedures, best practices, recommendations, and guidelines for standards.

  • Perform system and device installation and configuration.

  • Document commonly encountered issues and create documentation on newly implemented systems.

  • Ensure compliance with team metrics in accordance with department goals.

  • Monitor and report on all phases of desktop support are coordinated, logged, tracked, and resolved appropriately.

  • All other duties as assigned

Working Conditions:

  • Must be available for 24-hour call and extended work day/weeks.

  • Requires some travel and occasional overnight trips.

  • Ability to work extensive hours at a computer terminal.

  • Requires lifting up to forty (40) lbs.

Special Safety Requirements:

  • All positions in which driving is an essential function of the job, regardless if the job code is marked safety sensitive or not, will also be included as safety sensitive. .

  • This position is a classified as a Safety-Sensitive Job under state law.

Knowledge, Skills & Abilities:

  • Demonstrated customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse and distributed organization; flexible in adapting to clients' changing needs.

  • Ability to work independently and exercise sound judgment in leading the activities of a technical team.

  • Generalist knowledge in various IT areas, such as networking, desktop support, and security, and methods used in those areas.

  • • Ability to lead projects requiring technical expertise and creativity in analysis and deployment of technology.

  • Must have advanced level expertise in diagnostic techniques for incident and problem resolution.

  • Experience with enterprise grade Windows 10 deployment techniques and products, as well as secure imaging.

  • Deploying and managing Windows OS using SCCM.

  • Optimization and image management across end-user platforms including desktops, laptops and tablets.

  • Package desktop applications for remote distribution using enterprise tools (i.e. SCCM, WSUS).

  • Experience with remote access using VPNs and MFA.

  • Experienced knowledge of current systems software, protocols, and standards, including DHCP, DNS, TCP/IP, and Active Directory.

  • Process driven with high attention to detail and excellent follow through skills.

  • Demonstrated experience with Windows systems installation, maintenance and troubleshooting.

  • Ability to effectively obtain, share, analyze and convey information.

  • Ability to collaborate with peers, managers, and clients.

  • Outstanding oral and written technical and non-technical communication skills, including the ability to interact with varying business and technology groups, as well as a keen attention to detail.

  • Expectation of ongoing, active learning and skill growth in key technology areas including operating systems and applications.

  • Ability to provide after-hours support and/or be on-call.

Education/Work Experience:

  • Associate's Degree in Computer Technology or a related IT degree program, and 6 years desktop support experience; Or High School Diploma/GED and 8 years desktop support experience in a corporate environment.

  • 2 years of experience as a Desktop Support Senior.

  • Experience with a broad array of technologies such as: Microsoft Windows 7/10, Active Directory, SCCM, HyperV, VMWare, Citrix, Exchange, Office 365, Remote Desktop Services, and LAN/WAN networking technologies.

  • Experience with hardware and applications support as well as an understanding of networking technologies, including TCP/IP, DHCP, DNS, SMTP, OWA, LDAP.

Licenses and Certifications:

  • Valid driver’s license.