Tier II Desktop Supervisor
About The Position
Provides support to customers, team members, IT End User support staff, and other stakeholders of a complex enterprise IT system. Responds and follows-up on internal and external customer support problems and service requests. Develops plans for migration and deployment activities from a few items to larger office projects. Possesses a deep understanding of the system and its interactions with external systems and involvement with enterprise business processes including logical and physical access. Provides training and guidance to junior staff. Performs troubleshooting and works with various groups to resolve issues. Creates system change request and defect artifacts in the change management system. Maintains system documentation and assists with integrated system testing. Applies problem analysis and solving skills critical in identifying, resolving or escalating issues. Uses ServiceNow ticket system, is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system. Ability to work well under pressure and to meet deadlines as needed.
Requirements
- ITIL foundations certification or ability to obtain certification within 3 months
- Ten (10) years of IT knowledge and hands-on experience in systems configuration, imaging, deployment and troubleshooting and 4-6+ years leading/managing technical support technicians.
- Experience in managing end user support issues.
- Proven experience in developing repeatable processes and procedures to address customer requests and incidents.
- Experience in managing and performing support of end user hardware, software and technologies.
- Demonstrated ability to communicate orally and in writing.
- Must possess strong organizational skills and strong interpersonal skills to effectively relate to agency and customer needs.
- Have one or more of the following certifications: Microsoft 365 Certified: Modern Desktop Administrator Associate, A+, Network+, Security+, Project+
- Bachelor’s Degree in Business, Engineering, Computer Science, Information Systems, or Social Science
- US Citizenship Required: No
- BI Full 6C (T4) Public Trust/Other Required
Responsibilities
- Uses an IT ticket system, is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.
- Manages the configuration, installation, and support of desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
- Oversees enhanced VIP desktop and user support service to very important customers.
- Manages the relocation of IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals.
- Manages the diagnosis of hardware and software failures, communicates the remediation plans to users, and provide status updates.
- Responsible for the full lifecycle of end-user hardware for iPhones, HP laptops (Windows 11), and monitors – all managed through ServiceNow/CMDB.
- Maintains accurate records of all deployed devices and excessing End-of-Life and or damaged inventory for CEPO disposal.
- Oversees the support for AmeriCorps proprietary software.
- Manages the support for installation, configuration, and operation of scientific software.
- Manages the support for desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
- Oversees virtual assistance sessions, utilizing SCCM for software deployment and BeyondTrust.
- Contributes and/or reviews knowledge and updated information to maintain the Desktop Support SOPs and Training manuals for support.
- Manages technical support to the customer for meeting management by responding to meeting requests and providing audio/visual support during meetings and conferences including audio recording, broadcasting, robotic camera operation, bridge lines, projectors, etc.
- Manages timely support to customers, team members, IT Service Desk staff, and other stakeholders of a complex enterprise IT system.
- Maintains a professional attitude, communicates effectively, and provides excellent customer service at all times.
- Analyzes incoming requests and engages the appropriate resources for issue resolution.
- Supports continuous improvement in the operation and functioning of the system as well as the system support process and quality of the operations.
- Assists with integrated system testing, user acceptance testing, and system certification and accreditation.
- Participates in troubleshooting of issues with the development team to drive towards root cause identification and resolution.
- Provides guidance, knowledge transfer, and mentoring to Support Technicians/Specialists.
Benefits
- Full-flex work week
- 401K with company match
- Comprehensive health and wellness packages
- Internal mobility team dedicated to helping you own your career
- Professional growth opportunities including paid education and certifications
- Cutting-edge technology you can learn from
- Rest and recharge with paid vacation and holidays
- variety of medical plan options, some with Health Savings Accounts
- dental plan options
- a vision plan
- a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
- paid parental, military, bereavement and jury duty leave.
- short and long-term disability benefits
- life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
