Desktop Support | Level III

Leads, plans, coordinates, and provides technical support and problem resolution for activities associated with the implementation, installation of computers, network equipment, Audio/video, servers and associated peripherals within established enterprise guidelines.

• Able to lead complex projects and initiatives.

• Applies and documents procedures for problem determination/resolution and/or installation support.

• Builds and maintains positive working relationships and works effectively with customers, management, Engineering partners and peers.

• Acts as a role model to others in support of the corporate culture.

• Uses strong analytical skills, and business and technical knowledge to provide operational and business support for computer systems to various internal customers.

• Coaches, mentors and participates in coordinating various project and support tasks with team members.

• Understands and adheres to policies and guidelines related to travel expense, overtime and Asset Management.

• Provides guidance to customers on equipment standards and expenditures.

• Perform other duties as assigned.

• Advanced knowledge of Microsoft Operating Systems and Microsoft Office products.

• Knowledge of MAC/iOS systems.

• Strong customer service skills. Strong interpersonal skills; able to work well within team environment.

• Effective oral and written communication skills.

• Demonstrates advanced knowledge of desktop/laptop configurations and operating systems; Telephony/VOIP, Audio/video and collaboration technologies; server functionality and configurations; network topology and operating systems.

• Able to manage/work within a team environment.

• Able to display professional maturity and positively represent IT.

• Solid leadership and project management skills.

• Able to manage multiple large projects while maintaining day-to-day support activities.

• Able to adjust priorities in a dynamic fashion to account for changes in business needs.

• Able to isolate and resolve hardware, software, Audio/video, facility and network infrastructure problems on workstations, servers, voice and network devices within established guidelines.

• Able to accurately assess and understand customer needs and works with sense of urgency to satisfy those needs within negotiated time frames.

• Able to interface effectively with customers and IT support partners in customer service/support situations.

What is a Must Have?

• High School diploma or equivalent.
• Three years of customer facing end user Technology support experience.
• Active Driver's License.