Team Lead - Desktop Support

Job description

We are searching for a Desktop Support Team Lead to provide technical support to our client a major hospital system in northern Massachusetts. This position serves as the senior IT Desktop Support professional and principal technical advisor for our client a hospital located in northern MA. You will help install upgrade and troubleshoot all hardware and software for the established client base. To succeed in this position you will possess excellent problemsolving skills and the ability to communicate clearly and precisely with the team and the end user. Successful candidates will be familiar with remote troubleshooting techniques and the tools required for successful troubleshooting. Possess the ability to multitask and function in several technical support roles. Some travel may be required. This position reports to the Desktop IT Manager.

Responsibilities:

Lead and support a team of help desk technicians

Monitor team performance and develop feedback reports for management.

Manage escalation ensuring issues are resolved on time

Provide onsite and remote technical support to users.

Fully document support tickets on reported issues

Remotely assist customers through the installation of applications and computer peripherals.

Guide users with simple stepbystep instructions

Conduct remote troubleshooting when required

Test alternative pathways to resolve an issue

Customize desktop applications to meet user needs

Escalate issues as appropriate

Follow up with clients to ensure continued system functionality

Report and document customer feedback and potential product requests

Create technical documentation and manuals

Requirements :

Qualifications:

Prior supervisory experience in an IT environment

An ability to work independently and in a team setting with others professionally and respectfully

An ability to adjust to changing situations to meet Urgent and critical issues

Handson experience Operating Systems and Office Suite including MS Teams

Working knowledge of office automation products and computer peripherals including but not limited to printers and scanners.

Knowledge of network security practices and antivirus programs

Ability to perform remote troubleshooting and provide clear and concise instructions

Excellent problemsolving and multitasking skills

ServiceNow experience (preferred)

Requirements:

Supervisory Help Desk / Desktop support three years (preferred)

Strong methodical and professional problemsolving skills

Proficiency with Windows OS Active Directory administration and PC troubleshooting

Deliver highquality customer service and technical support

Customeroriented attitude

Education

Associate or Bachelor s Degree in Computer Science or relevant certifications field or equivalent work experience.

Remote Work :

Yes

Employment Type :

Fulltime