Summary:

LCG. Inc. is seeking a Desktop Support Manager to oversee and mentor a 12 member team of desktop support technicians providing Tier 2 advanced technical support services. The Lead is responsible for providing strong technical experience in providing technical solutions and support to hardware, software and operating systems in an inter-networked environment. Must possess an advanced technical understanding of current Windows and MAC operating systems, office productivity software, and workstations to provide tier 2 support to internal customers. The enterprise operating environment includes heterogeneous desktop/laptop operating Windows OS, which encompasses desktop applications, browsers, printers, and telecommunications and video. The candidate must have excellent communication skills, interpersonal skills, and the ability to work effectively with all organizational levels. The candidate will work independently and communicate work assignments to team members at other locations. The candidate must be aware of project management concepts and must have ability to initiate new projects and create planning documents, communication plans, and multiple status reports. An advanced understanding of ServiceNow reporting is required.

Essential Responsibilities:

• Leading a team of desktop support engineers for daily tasks, scheduling, status reporting, mentoring.
• Initiate and execute projects including planning, monitoring progress, and reporting to senior management on current status.
• Updating and maintaining images for desktops and laptops
• Laptop installation and troubleshooting. Basic Hardware upgrades for PC’s and Mac’s, adding RAM, HDD etc.
• Full disk encryption for laptops and desktops.
• Active Directory administration, Usage of Active Directory Users and Computers, for computer accounts, user accounts, distribution lists and security groups
• File Server connectivity for clients, with associated file permissions and drive mappings.
• Security configurations and settings for Windows and Mac clients.
• Printer configuration and support for Windows and Macs.
• Software upgrade and installation for Windows and Macs.
• Network services troubleshooting and connectivity, including wireless.
• Mobile Devices support including Apple and Blackberry
• Windows, MS Office and custom application support
• Patch workstations with critical updates and latest antivirus definitions as well as other areas in network security.

Required Qualifications:

• 5 years of experience with Mac OSX and Windows administration and desktop support.
• Demonstrated ability to maintain a customer-service focus and attitude at all times.
• Must be able to work on multiple projects/priorities in a deadline-driven environment.
• Must be able to remain calm in pressure situations and adapt quickly to change.
• Ability to use online resources including KB articles and forums for troubleshooting.
• Must be able to create or revise SOP’s to achieve operational efficiency
• Must have Patch Management experience for Windows and Macs
• HHS Experience a plus.
• Demonstrated experience supporting client configuration, administration and network access in Microsoft server environments
• Expert Knowledge of basic computer hardware, including: Dell computers and laptops, printers, and mobile devices (Tablets, and Cell phones)
• Expert Experience with desktop operating systems, including Windows, VMWare, Windows Mobile 6.0 - 6.5, and Windows 8.1

Extensive application support experience and knowledge of Microsoft Office 2010 products to include Publisher, Outlook, Access, Power Point, Excel, Word, Project, Visio, Lync, Front Page, Adobe Pro, Citrix, VPN, OneNote, Windows 7, 8, 8.1 and SharePoint, MS Teams, Zoom, and cloud technologies