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 Job Title:Desktop Services Team Lead
 Company:ITSolutions, LLC
 Description:The purpose of the Desktop Services Team Lead is to provide the daily supervision of a support team of between 5 – 10 desktop technicians of varying skills and experience.  The lead will coordinate administrative work, communicate workflow requirements and ensures that team members receive training for new or changing processes or systems.  This position is also responsible for first line interaction with the customers to facilitate resolution of issues and address user needs versus policy and approved processes.

Additionally, this position is a working desktop support technician and responsible for desktop support and resolution of all desktop problems. The individual will receive Peregrine incidents (trouble tickets) and provide first-level desk side support to the customer. Duties for this position include, but are not limited to,

  • Overall desktop computer diagnosis and problem resolution support for the client, software installs and configuration, installs, peripheral equipment installation and maintenance, wireless and LAN configuration and access issues, and other desktop support functions
  • Support and resolve problems related to installed microcomputer software
  • Identify software application, network and hardware malfunctions and take appropriate action to resolve issues ensuring data/system integrity
  • Provide guidance and training to Computer Services staff in resolving problems and queries
  • Escalate any unresolved problems to Management for additional support

Qualifications/Experience:

  • 4 years working knowledge of microcomputer software, hardware and networks.·         4 years previous experience in supporting computer resources in a Tier 2 environment.
  • 4 years experience troubleshooting with Windows XP
  • 4 years experience troubleshooting with MS Office Suite
  • Experience with establishing home networks and troubleshooting broadband service
  • Technical proficiency in MS Outlook, McAfee and general desktop applications

Technical Environment:

Experience with the following technologies:

  • Cisco VPN client
  • Windows 2000/XP
  • MS Systems Management Service (SMS)
  • Adobe Acrobat Professional 6/7
  • Internet Explorer

 Education and Certifications:

  • Four-year technical degree in Computer Systems Technology or the equivalent in work experience.
  • Certifications for any of the following: MCP, MCSE, Windows, MS office Suite, A+ or similar technical classes.
Skills/Personal Qualities:
  • Ability to work well independently and in a team setting
  • Adaptability, flexibility and ability to deal with ambiguity and change
  • Excellent oral and written communication skills
  • Excellent attention to detail and good analytical skills
  • Excellent time management skills
  • Excellent customer service skills
 Skills:Desktop Technical Support, Hardware Installation & Upgrade, Laser Printers, RIM/Blackberry Technology, Setup, Configure & Support Laptop, Setup, Configure & Support Routers, Software Installations and Upgrades, System installation and operation of software imaging utilities - Norton Ghost, Virtual Private Networks VPN, Windows 2000 XP Workstation - manage and configure, Windows XP Desktop - manage and configure