Team Lead - Desktop Support
Team Lead - Desktop Support
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Job Description
Job description
We are searching for a Desktop Support Team Lead to provide technical support to our client a major hospital system in northern Massachusetts. This position serves as the senior IT Desktop Support professional and principal technical advisor for our client a hospital located in northern MA. You will help install upgrade and troubleshoot all hardware and software for the established client base. To succeed in this position you will possess excellent problemsolving skills and the ability to communicate clearly and precisely with the team and the end user. Successful candidates will be familiar with remote troubleshooting techniques and the tools required for successful troubleshooting. Possess the ability to multitask and function in several technical support roles. Some travel may be required. This position reports to the Desktop IT Manager.
Responsibilities:
Lead and support a team of help desk technicians
Monitor team performance and develop feedback reports for management.
Manage escalation ensuring issues are resolved on time
Provide onsite and remote technical support to users.
Fully document support tickets on reported issues
Remotely assist customers through the installation of applications and computer peripherals.
Guide users with simple stepbystep instructions
Conduct remote troubleshooting when required
Test alternative pathways to resolve an issue
Customize desktop applications to meet user needs
Escalate issues as appropriate
Follow up with clients to ensure continued system functionality
Report and document customer feedback and potential product requests
Create technical documentation and manuals
Requirements :
Qualifications:
Prior supervisory experience in an IT environment
An ability to work independently and in a team setting with others professionally and respectfully
An ability to adjust to changing situations to meet Urgent and critical issues
Handson experience Operating Systems and Office Suite including MS Teams
Working knowledge of office automation products and computer peripherals including but not limited to printers and scanners.
Knowledge of network security practices and antivirus programs
Ability to perform remote troubleshooting and provide clear and concise instructions
Excellent problemsolving and multitasking skills
ServiceNow experience (preferred)
Requirements:
Supervisory Help Desk / Desktop support three years (preferred)
Strong methodical and professional problemsolving skills
Proficiency with Windows OS Active Directory administration and PC troubleshooting
Deliver highquality customer service and technical support
Customeroriented attitude
Education
Associate or Bachelor s Degree in Computer Science or relevant certifications field or equivalent work experience.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Full-time
Company Industry
Key Skills
- Active Directory
- Information Technology
- End user
- Deskstops
- OS
- Windows
- Access Pionts
- Asset Management
- SCCM
- VPN
- Troubleshoot
- Computer information system
- hardware
- Technical Support
