Responsibilities/ Tasks

PURPOSE:Directs and coordinates activities of LTS (Local Technical Support) staff engaged in computer operations/End user Support/Hands and Feet support by performing the following duties personally or through subordinates.

RESPONSIBILITIES:

• Responsible for assuring users are provided efficient and timely f second level support
• Performs staff scheduling to ensure LTS coverage during normal business hours and on-call support as required
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the customer needs
• Ensures that decisions made to improve the overall customer support of the LTS are continually carried through Provides leadership by projecting a positive attitude, and providing learning incentives
• Accurately communicates pertinent information.
• Assists in the development and implementation of quality improvement programs for assigned regions
• Solves problems and makes decisions daily relative to LTS responsibilities.
• Ensures that effective LTS representation takes place for the coordination of work processes and projects with other departments and divisions
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Resolves problem situations in a professional manner.
• Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
• Maintains competency and enhances professional growth and development through continuing education and conferences
• Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support
• Accountable for meeting systems infrastructure or operational Service Level Agreements established by client
• Remains on-call during off-peak hours to respond to support service issues
• Performs other duties and responsibilities as assigned by supervisors

EXPERIENCE:

• A minimum of 6 month support services experience in IT Help Desk and/or Desktop Support operations troubleshooting PC, peripheral, and network issues
• Experienced in Microsoft environments of 25-500 end users and/or MSP experience

SKILLS AND KNOWLEDGE:

• Experience working in a team-oriented, collaborative environment.
• Excellent customer service, written and oral skills.
• Self-motivated and goal driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment.
• Knowledge of Windows Desktop applications; various operating systems such as Windows 7 and 8; Windows 10 as well as Server 2008 R2 and Server 2012R2 are a plus.
• Knowledge of software applications and basic hardware for the PC Principles and terminology of networking on the Layer 1 and 2 side
• Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory Domains.
• Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, and common productivity applications.
• Knowledge of wireless networking components and terminology; Familiarity with Cisco, Sonicwall, or Xirrus Wireless Networks are a plus Awareness of commonly used Microsoft products and services
• Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines.
• Creating and maintaining user self-help documentation, technical documentation and p

Education/certification

• Bachelor/ technical studies

Key Skills Required

• DWP-FSS-Desk Side Services