Our client is looking for a Desktop Support Technician II who will be responsible for providing support across the entire organization's internal users, all the way up to the C Suite level. Will provide administrative or technical support at a specialist level. This will include, but not limited to, computer applications and hardware (e.g., PCs, servers, mainframes); answers questions regarding system procedures, online transactions, systems status and downtime procedures, and is typically located within a call center; collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems; maintains a troubleshooting tracking log ensuring timely resolution of problems. Prior experience as a lead or mentor to more junior technical or administrative support personnel is ideal. Will be working on complex assignments requiring independent action and a high degree of initiative to resolve issues, and may make recommendations for new procedures.

• Prioritize and schedule computer operations and workflow so processing equipment and other IT resources are used to their full capacity.
• Analyze production, maintenance, and malfunction records to identify problems and recommend solutions (e.g., changes to procedures, workflow, or equipment) to improve performance and increase the capacity.
• Research, evaluate, and recommend equipment purchases to enhance the capabilities of computer operations.
• Lead, direct, evaluate, and develop computer operations staff to ensure computer operations activities meet pre-established production targets and operating budgets.
• Liaise with functional or operational area managers to understand their current and future information needs and develop plans, cost estimates, and schedules for integrating these needs into existing operations.
• Select, and manage ongoing relationships with, vendors and suppliers (e.g., data entry providers) to ensure the organization receives satisfactory standards of service.
• Activities may include data processing, data entry, data control, position language set-up, and tape library.
• May provides support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes); answers questions regarding system procedures, online transactions, systems status and downtime procedures; collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems; maintains a troubleshooting tracking log ensuring timely resolution of problems.
• 5-10 years experience in the primary skill required and/or less than 10 years of industry experience

The essential functions of this role include: