Desktop Support Lead
Employment Type: Contract to Hire (6-month C2H)
Workplace Type: Onsite
Location: Beverly Hills/North Hollywood, CA
Industry: Entertainment
Compensation: $80,000 - $90,0000
Important Note: Will be required to show proof of Covid-19 vaccination and booster short if hired. Medical or religious accommodations will be reviewed by a case by case basis
SUMMARY:
The Desktop Support Lead is responsible for providing Tier II desktop support service, serving as an expert in troubleshooting complex issues, 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 a Desktop Support Team, focusing on incident management, request fulfillment, hardware life cycle management, IT hardware/software inventory management 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 staff are receiving resolutions to their issues in a timely fashion.
DUTIES & RESPONSIBILITIES:
- Act as the escalation point to provide support to Desktop Support Technicians who are diagnosing, troubleshooting, and supporting user issues before escalating to Desktop Support Manager
- Troubleshoot and resolve escalated Incidents and Service Requests by Desktop Support Technicians Team Members; document new or frequently exercised resolution strategies in a Knowledge Based articles and upload to the Jira Confluence repository
- Team member scheduling to ensure Onsite/Offsite support is present and available.
- Review team member workload, cases and provide necessary advice and guidance to complete/close cases
- Coach, mentor and motivate team members
- Communicate effectively to the team members on IT goals, policies, processes, guidelines, instructions, and changes.
- Monitor intake of incidents and route to desktop technicians. Assign incidents based on skills and work capacity.
- Manage inventory of all IT equipment (Onsite/Offsite) at assigned location, whether consumables or items tracked in the Asset Management database.
- Strong ability to provide creative solutions to user problems
- Monitor usage of licensed software to ensure that AMPAS/AMMP has the appropriate amount and type of licenses.
- Projects and tasks, Managing and assigning projects and tasks as appropriate
- Team performance: Managing the team's work performance
- Work directly with Desktop Support Technicians to ensure quality control and inventory management standards are me
- Monitor and maintain an up-to-date accurate hardware inventory.
- Assist the Desktop Support Manager with reporting tools to determine hardware and software replacement needs
- Involved in companywide hardware and software rollouts, projects, timelines and deadlines
- Performs other duties as assigned by Desktop Support Manager, VP Infrastructure or Chief Technology Officer
QUALIFICATIONS & REQUIREMENTS:
- Bachelor's degree in Computer Technology, Computer Science, or IT related field. (required)
- Relevant IT certifications such as MCSE, MCP, A+, Security+ or Network+ certification. (plus)
- 7+ years of experience working in a technical support role in a corporate environment. (required)
- 3+ years of expeirnece working in a Senior Desktop Support or Lead role and expeirnece providing Tier II/III support in a corporate networked environment (required).
- 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.
- Excellent technical knowledge of computer systems, software applications, and hardware peripherals. This includes troubleshooting, diagnosing, and resolving technical issues.
- Ability to adapt to changing technologies and be willing to continuously learn and improve their skills to keep pace with the latest technology trends.
- 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).
- Experience in desktop and notebook hardware, operating systems and desktop software. Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end user documentation. Strong data analysis skills.
- Strong knowledge of Windows Operating System, MacOS, iOS.
- Strong knowledge of Office 365, Teams, Zoom, VPN, etc.
- 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.
- General knowledge of Mobile Device Management System.
- General knowledge of Active Directory Administration.
- Windows 10/11 Operating System advanced troubleshooting; proficient using Windows registry.
- General knowledge of Desktop/Laptop imaging.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
