Desktop Support Lead

Location: Oklahoma City, OK

Description

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.