Job Description :
Lead Desktop Support
Plano, TX 75025
6+ Months
Pay Rate: $30.00
Lead Desktop Support
On behalf of our client, Procom Services is searching for a Desktop Support for a contract opportunity in Plano, TX
This is a Desktop Support Lead role onsite in Plano. Lead duties mainly entail ticket queue management and assigning tasks to the support team, which consists of 14 desktop support resources across 10 locations. Service Now is the tool used for ticket management, so previous experience with this would be ideal, but training will be provided, so experience with any ticket management software will do.
Lead Desktop Support Job Details
Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities:
* Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
* Managing returns on warranted parts and systems
* Packaging and shipping replacement parts to customers
* Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
* May own the development of information technology and infrastructure projects
* Installing, supporting and troubleshooting approved desktop software
* Performing planned maintenance, moves, adds and changes
* Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)
* Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
* Supervises the process of creating and maintaining images for standard systems. Also makes recommendations on proposed changes for image updates and creates the standard operating environment RFC either periodically or as business needs requires.
* Recommends hardware and software solutions, including new acquisitions and upgrades
* Determines methods and procedures on new assignments, and may provide guidance to other personnel
* Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
* Troubleshooting and resolving complex LAN connectivity incidents by coordinating effort with upper tier support teams to help facilitate a solution.
* Ability to work on call after hours as required
Communicate effectively with multiple customers and co-workers. This includes the following activities:
* Consulting with the Service Desk on support calls
* Able to communicate highly technical information to both technical and non-technical personnel
* Providing Case status updates to management and end-users
* Providing phone support and diagnostics to remote customers
* Develops/Manages training programs designed to educate customers about basic and specialized applications
* Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support
* Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction
* Analyzes problem trends and develops ideas to achieve problem resolution
* Mentor Desktop Engineers to reach departmental, individual goals, and objectives
* Act as a team escalation point for service failures
LEAD RESPONSIBILITIES
* Ability to fill in as acting Manager when necessary
* Schedule team to meet customer requirements
* Control overtime costs to meet management requirements
* Provide direction to employees according to established policies and management guidance
Lead Desktop Support Mandatory Skills
* Strong customer service skills
* Reliability and a strong sense of responsibility
* Ability to take accountability
* Solid technical and analytical skills required
* Ability to manage multiple IT / Desktop initiatives and deliver projects on-time and under budget
* Thorough knowledge of supported Microsoft Windows operating systems
* Intermediate experience with Active Directory administration
* Thorough knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office
* Strong interpersonal skills in dealing with a wide range of high-profile customers with varying computer abilities
* Coordinate the solution for resolving advanced complex local area network (LAN) and VPN connectivity issues with upper tier support teams
EDUCATION and/or WORK EXPERIENCE:
* Bachelor''s Degree or equivalent experience required
* A+ Certification recommended
* MCTS, MCITP, MCPD, MCM preferred
* MCSA, MCSD and MCSE preferred
* ITIL Certification preferred
* Team Lead or prior Supervisory experience recommended
* 6-10 years or more of related experience preferred
Lead Desktop Support Start Date
ASAP
Lead Desktop Support Assignment Length
6+ months