Desktop Support Lead

Job Summary

We are seeking a highly skilled Technical Lead with 3 to 5 years of experience in Desktop Support. The ideal candidate will work from our office during day shifts providing top-notch technical support and ensuring smooth operations. This role does not require travel. The candidate will play a crucial role in maintaining and improving our IT infrastructure contributing to the company's overall success and societal impact.

Responsibilities

• Lead the desktop support team to ensure efficient and effective resolution of technical issues.
• Oversee the installation configuration and maintenance of desktop systems and software.
• Provide timely and professional technical support to end-users addressing hardware and software issues.
• Monitor and manage desktop support tickets ensuring all issues are resolved within the agreed SLA.
• Collaborate with other IT teams to identify and implement improvements in the IT infrastructure.
• Conduct regular system audits to ensure compliance with company policies and industry standards.
• Develop and maintain documentation for desktop support processes and procedures.
• Train and mentor junior team members fostering a culture of continuous learning and improvement.
• Ensure all desktop systems are up-to-date with the latest security patches and software updates.
• Assist in the planning and execution of IT projects ensuring minimal disruption to end-users.
• Provide input on the selection and procurement of new hardware and software.
• Participate in the development and implementation of IT policies and procedures.
• Contribute to the overall IT strategy aligning desktop support activities with the companys goals.

Qualifications

• Must have strong experience in desktop support including troubleshooting hardware and software issues.
• Should have excellent communication and interpersonal skills to effectively interact with end-users and team members.
• Must be proficient in installing configuring and maintaining desktop systems and software.
• Should have experience with remote desktop support tools and techniques.
• Must be able to manage and prioritize multiple support tickets simultaneously.
• Should have a solid understanding of IT security principles and best practices.
• Must be detail-oriented and able to document processes and procedures accurately.
• Should have a proactive approach to identifying and resolving potential IT issues.
• Must be able to work independently and as part of a team.
• Should have a strong commitment to providing high-quality technical support.
• Must be able to train and mentor junior team members effectively.
• Should have experience with IT project planning and execution.
• Must be aligned with the companys goals and contribute to its overall success.

Certifications Required

• CompTIA A+ Microsoft Certified: Modern Desktop Administrator Associate