Bowie State University Employment Opportunities Desktop Support Lead
Desktop Support Lead
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Posting Details
Job Posting Information
Job Posting Number S485
Position Title Desktop Support Lead
Class Title Staff
Regular or Contingent II Regular (PIN)
Desired Start Date
FLSA Exempt
Salary Range $65,000 - $75,000
Open Date 01/31/2024
Close Date
Open Until Filled Yes
Duties and Responsibilities The Desktop Support Lead is responsible for providing Tier II desktop support service, serving as an expert in troubleshooting complex issues, and and providing technical development and guidance for the Desktop Support Team. The Desktop Support Lead is also responsible for assisting the Desktop Support Manager in the day-to-day operations of the Desktop Support Team, focusing on incident management, request fulfillment, provisioning, maintenance, and break/fix management. Ensuring an effective and efficient IT support level is provided within the desktop support environment for resolving IT-related issues or problems. This position will confirm all SOPs for the Desktop Support Team are followed, and our customers are receiving resolutions to their issues in a timely fashion.
Provide Tier II client support for hardware, software, and network
services.
Resolve Tier II escalation tickets by troubleshooting IT hardware and
software issues, including laptops, desktops, tablets, mobile devices,
printers, and VPN issues.
Assist in the architecture, implementation, and maintenance of the
organization's desktop environments, including installation, upgrades,
high-level troubleshooting, and Windows and Mac OS software deployment.
Provide Tier II support for system images, virtual environments, and Mac
OS Management.
Serve as an expert in troubleshooting, diagnosing, and resolving complex
end-user device incidents and problems through desktop support services
and remote support, where appropriate.
Perform secure baseline image creation and tailoring of Windows operating
system images to form a core baseline.
Support application packaging, deployments, documentation, and release
control in an enterprise environment.
Oversee hardware and software deployment projects assigned to the Desktop
Support team.
Responsible for classroom and lab maintenance ensuring all computers are
updated before the start of the semester.
Provide technical guidance and collaborate with Tier 3 to streamline
services and support.
Serve as the escalation person for complex issues for the desktop support
team
Document detailed notes in the ticketing system and provide accurate and
timely customer updates.
Serve as a senior technician of the desktop support team setting the bar
high in performance, customer satisfaction, and improving processes.
Assist in training and mentoring staff to improve performance, increase
customer satisfaction, and drive efficiencies.
Partner with leadership to create a friendly, productive environment that
promotes success.
Monitor desktop queues ensuring SLAs are met, and best ticket practices
demonstrate quality practices. Mentor staff who do not meet requirements.
Respond to customer escalations in person and/or via email in a timely
manner.
Determine root causes and create corrective action plans.
Create standard operating procedures (SOPs) and update existing SOPs for
specialized technical support.
Ability to multi-task projects and daily operations while providing
regular status updates to management.
Serve as backup to the Desktop Support Manager.
Other duties as assigned.
Minimum Qualifications
Education Bachelor's degree required in Computer Technology, Computer Science, or IT related field.
HDI, MCSE, MCP, A+, ITIL v4 certificate, Security+ or Network+ certification
preferred.
Experience A minimum of three (3) years of Tier II support experience in a networked environment is required.
Knowledge Skills and Abilities
Must have a solid understanding of the hardware, software, and network
infrastructure that they will be supporting. This includes knowledge of
operating systems, hardware components, applications, and network
protocols.
Must have excellent technical knowledge of computer systems, software
applications, and hardware peripherals. This includes troubleshooting,
diagnosing, and resolving technical issues.
Must be able to adapt to changing technologies and be willing to
continuously learn and improve their skills to keep pace with the latest
technology trends.
Must possess excellent documentation skills, must be able to accurately
record and track technical issues, resolutions, and any other pertinent
information.
Strong technical foundation, excellent problem-solving skills, and a
customer-focused mindset.
Experienced troubleshooter (hardware, software, and complex systems).
Strong knowledge of Windows Operating System, MacOS, iOS
Strong knowledge of Office 365, Teams, Zoom, VPN, etc.
Strong knowledge of VMware.
Work independently and within the framework of a team with minimum
assistance.
Must understand the art of always providing customer service.
Ability to analyze complex issues.
Conditions of Employment
Other Benefits include medical, dental, prescription, long-term disability, accidental death and dismemberment insurance and life insurance; paid time for paid sick leave, annual leave, and personal leave; 12 paid holidays per year, tuition remission; employer-funded pension and supplemental retirement accounts.
Please be advised, COVID-19 vaccinations are encouraged but not required for
faculty and staff to be employed at Bowie State University. This protocol is
subject to change.
Some Remote hours allowed.
Posting Detail Information
Special Instructions to Applicant
Quick Link for Internal Postings https: // bowiestate.peopleadmin.com/postings/2830
Supplemental Questions
Required fields are indicated with an asterisk ().
Do you have a bachelor's degree in Computer Technology, Computer Science, or IT related field?
Yes
No
Do you have a minimum of three (3) years of Tier II support experience in a networked environment?
Yes
No
Applicant Documents
Required Documents
Resume
Cover Letter/Letter of Application
Optional Documents
Letter of Reference 1
Letter of Reference 2
Letter of Reference 3
