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.
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.
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
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.
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.