Responsibilities:

• Connects to computer desktops for remote support utilizing remote software including but not limited to SCCM Remote Control Viewer, RDP and Team Viewer.
• Provides tier 3 support for support incidents submitted to IT Desktop Support; ensures all work is handled according to established SLAs.
• Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems; determines source of problems and classifies its level, priority, and nature.
• Mentors team members in areas of problem solving, decision-making, and technical growth.
• Serves as a resource and subject matter expert to team members.
• Leads team in general preventative maintenance tasks on computers, laptops, and other authorized peripheral equipment, including Lease refresh.
• Provides suggestions and recommendations to management for process improvements.
• Acts as a collaboration lead for issues to ensure prompt resolution and response.
• Conducts weekly team standup.
• Reviews tickets remaining in queue. Collaborates with the team to decrease resolution time.
• Contributes to and maintains the knowledge base of problems and solutions.
• Researches and provides functional and technical written evaluations of products and operating systems.
• Develops, organizes, and maintains standard operational procedures.
• Creates desktop/laptop build processes for domestic /global sites.
• Creates and communicates systems and application standards.

Education and Experience:

• High school diploma or equivalent.
• Formal education in Information Technology, a plus.
• Minimum twelve (12) years of experience in applications or IT technical support, or any equivalent education and/or experience from which comparable knowledge, skills and abilities have been demonstrated/achieved.
• Must have previous experience supporting enterprise applications.