Lead Desktop Support Specialist

• Provide technical support across for end-user computing platforms for desktops, laptops, and mobile devices, device configuration, and technical refresh
• Provide Level 1 or level 2 break/fix support for in-scope hardware and software
• Broad understanding of Windows 10/Windows 11 and mobile operating systems (Ipad/Iphone in corporate setting) and the ability to lead change in a large complex desktop environment.
• Assess hardware and software malfunctions by means of diagnostic tools and user input
• Deliver remote and deskside support to authorized users as required
• Document and classify incidents in ticketing systems (e.g., ServiceNow)
• Provide technical support assisting workstations, setting up printers, general operating system issues, OS upgrade issues, login or connectivity issues, install new hardware and software or systems and keep track of existing problems
• Understanding of Modern cloud desktop management including technology such as Office365, Onedrive
• Responds to customer requests for service and repairs. Manage and maintain the SLA for Field Service tickets.
• Manage and maintain spare inventory for in-scope hardware devices and report inventory levels as per organizational policies
• Track requests for new devices, spare components, or peripherals

Desktop Administration, Desktop Administration, Laptop PC, Mobile Devices, Technical Support, Computer Systems, Desktop PC, Help Desk, Microsoft Windows Operating System, Mobile Operating System, * Must be able to communicate across all levels of the organization and articulate details of a solution, problem or initiative in both a technical and non-technical context to end users or VIP users

• Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members
• Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly
• Basic understanding of Microsoft SCCM