What are the responsibilities and job description for the Desktop Support Lead position at Bowie State University?
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
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
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
Salary : $65,000 - $75,000
