Supervises and plans the work of assigned Support Center staff
Answers users’ questions regarding desktop computer software and hardware and works to resolve issues or problems
Directs the operation of all Support Center activities and staff
Coordinates all components to ensure consistency and adherence to documented process and procedures for problem identification and resolution
Compiles and prepares reports and plans (WSUS, SEPM, etc.)
Creates and maintains quality controls for all Support Center functions
Suggests process improvements and assists with their implementation
Regularly evaluates and reviews new technologies and makes recommendations to management for adoption and implementation
Coordinate and execute new technology and/or upgrades to current technologies
Install or repair minor hardware issues such as upgrading RAM
Conducts effective vendor management, negotiating contracts and schedules for hardware and software maintenance, desktop hardware and software procurement
Manage relationships with support vendors and effectively manage the support process when more substantial problems arise
Technical Competencies Required for Job Technology
Monitors desktop environment for efficiency and potential
problems or errors
Take proactive and reactive measures to ensure smooth operation
of the desktop environment
Ability to utilize analytical problem solving skills to resolve complex
technical issues or problems
Ability to evaluate technology and recommend adoption and
implementation procedures
Must be able to perform diagnostics, troubleshooting, and resolution of desktop issues regarding all major sub-systems of the
desktop including memory, disk, video, peripheral, and network
Have working level knowledge of BMC TRACK-IT or similar Help Desk
ticket management tool, including asset tracking components.
Have working level knowledge of Active Directory, including
user/group, OU’s, account administration and group policy administration
Have working level knowledge of Desktop imaging tool such as
Symantec Ghost or similar tool
Detailed working knowledge of printer installation, configuration
and support, preferable HP print solutions
Working knowledge of Microsoft SharePoint
Can absorb complex technical information and communicate effectively at all levels to both technical and non-technical
audiences
Working knowledge of enterprise class patch management
solutions such as Microsoft SUS and W/SUS Supervisory
Ability to delegate appropriate projects and tasks to team members, monitor project milestones, resource allocation and
utilization, and follow up on project status throughout the project
Ensure best practices are followed on all team projects,
implementations, and operations
Hold team members accountable for projects and timelines
Ability to create, maintain, and manage complex projects utilizing industry best practice project management skills and tools (MS
Project preferred)
Ability to train others and create professional development plans
for assigned staff
Present ideas to management in a well-thought out manner, backed by research, pros and cons, and include recommendations
