Lead Desktop Support

Job Description

• Client Services uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.
• Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system. Installs and images new computers and loads appropriate software for customers.
• Deploys new business applications as needed. Installs local and network printers and other peripherals and configuration of same.
• Responsible for user data and migration of profiles as computers are replaced. Stays abreast of current technology in a changing environment.
• Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications.
• Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications.
• Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.

Project Management -
Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.
System Security -
It is the responsibility of all Technical Services Staff to be aware of security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.