What are the responsibilities and job description for the Desktop Support Lead position at Thalhimer?
Reports To: Director of Information Technology
Primary Function: As a Desktop Support Lead, manage daily operations of the Desktop System and Desktop Support associates to ensure SLA compliance.
Lead a team of two Desktop Support associates. Work strategically to constantly improve support services to internal and external clients.
Education: Four-year degree preferred or equivalent experience
Qualifications:
- Excellent communication skills
- 5 Years' supporting Microsoft 365 including OneDrive
- Ability to analyze and report on Support metrics
Essential Functions:
- Associates Desktop Applications, Printing and Scanning Issues
- Provide desktop application training with end users
- Provide First/Second/Third tier Support for cloud-based application access including, Banking sites, Co-Star, OneDrive, and SharePoint
- Manage Support for 5 corporate offices
- Provide First Level/Second/Third tier Support for residential and commercial property office associates and local area networks.
- Ensure new associates technical needs are met or exceeded during the onboarding process.
- Perform new laptop builds and routine maintenance on PC's
- Oversight of Case Tracking
- Analysis and recommendation for recurring issue resolution.
- Technology Department Purchasing Oversight (Commodity Purchases)
- Train End users on OneDrive, SharePoint, and Teams
- Technology Department Projects
- Communicate strategic new initiatives to the stakeholders and leadership
- Communicate outages
- Manage software licensing
- Manage desktop inventory
- Assist company-wide for Technology Implementation projects
- Assist company-wide for other Technology projects including server room gear, office renovation and relocation.
11100 W. Broad Street · Glen Allen, Virginia 23060 · Phone 804.648.5881 · Fax 804.697.3479