JOB PURPOSE: 

Responsible for providing Tier II desktop support service, serving as an expert in troubleshooting complex issues, and providing technical development and guidance for the Desktop Support Team. 

QUALIFICATION: 

Bachelor’s degree with knowledge of IT 

RESPONSIBILITIES (INCLUDES ALL TASKS): 

• Provide Tier II client support for hardware, software, and network services. 
• Resolve Tier II escalation tickets by troubleshooting IT hardware and software issues, including laptops, desktops, tablets, mobile devices, printers, and VPN issues. 
• Assist in the architecture, implementation, and maintenance of the organization’s desktop environments, including installation, upgrades, high-level troubleshooting, and Windows and Mac OS software deployment. 
• Provide Tier II support for system images, virtual environments, and Mac OS Management. 
• Serve as an expert in troubleshooting, diagnosing, and resolving complex end-user device incidents and problems through desktop support services and remote support, where appropriate. 
• Perform secure baseline image creation and tailoring of Windows operating system images to form a core baseline. 
• Support application packaging, deployments, documentation, and release control in an enterprise environment. 
• Oversee hardware and software deployment projects assigned to the Desktop Support team. 
• Responsible for classroom and lab maintenance ensuring all computers are updated before the start of the semester. 
• Provide technical guidance and collaborate with Tier 3 to streamline services and support. 
• Serve as the escalation person for complex issues for the desktop support team 
• Document detailed notes in the ticketing system and provide accurate and timely customer updates. 
• Serve as a senior technician of the desktop support team setting the bar high in performance, customer satisfaction, and improving processes. 
• Assist in training and mentoring staff to improve performance, increase customer satisfaction, and drive efficiencies. 
• Partner with leadership to create a friendly, productive environment that promotes success. 
• Monitor desktop queues ensuring SLAs are met, and best ticket practices demonstrate quality practices. Mentor staff who do not meet requirements. 
• Respond to customer escalations in person and/or via email in a timely manner. 
• Determine root causes and create corrective action plans. 
• Create standard operating procedures (SOPs) and update existing SOPs for specialized technical support. 
• Ability to multi-task projects and daily operations while providing regular status updates to management. 

TECHNICAL SKILLS /COMPETENCIES: 

MANDATORY 

• ITIL certification (Foundation level or higher). 
• Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti). 
• Must have a solid understanding of the hardware, software, and network infrastructure that they will be supporting. This includes knowledge of operating systems, hardware components, applications, and network protocols. 
• Must have excellent technical knowledge of computer systems, software applications, and hardware peripherals. This includes troubleshooting, diagnosing, and resolving technical issues. 
• Must have excellent expertise in preparing the Analytic and operation reports and presentation. Should be confident in presenting the same with Stakeholders. 
• The Desktop Support lead will work in a fast-paced environment and must be able to adapt to changing priorities. 

SOFT SKILLS: 

MANDATORY 

• Ability to explain technical concepts in a clear and understandable manner to non-technical users. 
• Effective listening skills to accurately understand user problems and concerns. 
• Patience and empathy to deal with frustrated or anxious users. 
• Ability to build rapport and trust with end-users. 
• Ability to work effectively as part of a team, collaborating with other IT professionals. 
• Willingness to share knowledge and assist colleagues.