Desktop Support Lead

Bell Bank • Fargo, ND

419d

About The Position

The Desktop Support Lead at Bell Bank is responsible for providing comprehensive hardware and software support for internal employees, ensuring the smooth operation of computers, printers, and other peripheral devices. This role emphasizes technical ownership, problem-solving, and team empowerment, with a focus on continuous improvement and training. The Lead will also handle escalations, manage problem tickets, and coordinate with other IT teams to resolve issues, all while fostering a family-oriented atmosphere and delivering exceptional customer service.

Requirements

• Knowledge and skills equivalent to a two-year degree in Computer Science/Information Technology.
• In-depth knowledge of Microsoft client-based products (e.g. Windows 10, Office 2016), security applications, and Windows Deployment Services.
• Intermediate knowledge of Active Directory, file and print servers.
• Strong hardware background working with PCs, printers, and peripherals.
• Solid understanding of networking, including the principles of network routing and client/server programming.
• Solid understanding of Citrix and vmWare.
• Ability to analyze problems and respond quickly in a demanding environment.
• Ability to work unsupervised and complete assigned tasks.
• Ability to work weekends and/or off hours as necessary to meet clients' needs.

Nice To Haves

• Course work in computer networking and business related courses are desired.

Responsibilities

• Provide all types of hardware and application support for computers, printers, and all other attached peripheral devices.
• Assist with the installation and implementation of new hardware and applications within the company.
• Handle escalations from the User Support team, create and manage problem tickets, and coordinate resolution of hardware and application problems with other IT Teams or vendors.
• Maintain and install applications or updates and desktop operating systems to personal computers as scheduled utilizing both patch management and the imaging application.
• Assist other IT teams as needed to complete projects and provide additional support to end users, including cross training between the positions for backup coverage.
• Create end user documentation and communication for system updates and changes.
• Coordinate and complete projects for the User Support team.
• Drive documentation and training towards one call resolution.
• Provide training, one-on-one or in a larger setting, for new applications or hardware updates, as necessary.
• Complete work and tasks autonomously - be the driver of your own work.
• Guide members of a team on that path.
• Solve complex problems.
• Contribute actively to the execution of key initiatives and new challenges.
• Take full technical ownership and understanding of a domain.
• Drive continuous improvements.
• Provide training and coaching.
• Empower a team by suggesting changes and proactively evolving and innovating the process and tools.
• Work flexible hours including rotating shifts to meet end user support needs, to include after hours and weekends as needed.
• Provide on call support on a rotating basis in the evenings and weekends, as needed.
• Know by name and face as many customers and employees as possible, calling them by name as often as possible.
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
• Know, understand, and live the company values and bottom line.
• Perform other duties as assigned.

Benefits

• Competitive compensation
• Excellent benefits package

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees