Desktop Support Lead

Department: Information Technology

Reports to: Associate Director, Desktop Operations

Job Type: Full-time ? Regular

Job Classification: Hourly (Non-exempt)

Workplace Location: Los Angeles ? Pickford

Summary/Objective:

The Desktop Support Lead is 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. The Desktop Support Lead is also responsible for assisting the Desktop Support Manager in the day-to-day operations of a Desktop Support Team, focusing on incident management, request fulfillment, hardware life cycle management, IT hardware/software inventory management and break/fix management. Ensuring an effective and efficient IT support level is provided within the desktop support environment for resolving IT-related issues or problems. This position will confirm all SOPs for the Desktop Support Team are followed, and staff are receiving resolutions to their issues in a timely fashion.

Essential Functions of the Job:

• Provide support to Desktop Support Technicians who are diagnosing, troubleshooting, and supporting user issues before escalating to the Desktop Support Manager.
• Troubleshoot and resolve escalated Incidents and Service Requests by Desktop Support Technicians, document new or frequently exercised resolution strategies in knowledge-based articles and upload them to the Jira Confluence repository.
• Ensure onsite and offsite support is present and available.
• Review team members? workloads and cases and offer advice and guidance to ensure timely completion and closure of cases.
• Coach, mentor, and motivate team members.
• Communicate effectively to the team members on IT goals, policies, processes, guidelines, instructions, and changes.
• Monitor the intake of incidents and route them to desktop technicians. Assign incidents based on skills and work capacity.
• Manage inventory of all IT equipment (Onsite/Offsite) at assigned location, whether consumables or items tracked in the Asset Management database.
• Monitor usage of licensed software to ensure that AMPAS/AMMP has the appropriate amount and type of licenses.
• Manage and assign projects and tasks as appropriate.
• Manage the team?s work performance.
• Work directly with Desktop Support Technicians to ensure quality control and inventory management standards are met.
• Monitor and maintain an up-to-date and accurate hardware inventory. Assist the Desktop Support Manager with reporting tools to determine hardware and software replacement needs.
• Involved in company-wide hardware and software rollouts, projects, timelines, and deadlines.
• Perform other duties as assigned by the Desktop Support Manager, VP Infrastructure, or Chief Technology Officer.

Required Competencies:

• A bachelor?s degree is required in Computer Technology, Computer Science, or an IT-related field.
• A minimum of 3 years of Tier II support experience in a networked environment is required.
• 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 be able to adapt to changing technologies and be willing to continuously learn and improve their skills to keep pace with the latest technology trends.
• Must possess excellent documentation skills, must be able to accurately record and track technical issues, resolutions, and any other pertinent information.
• Strong technical foundation, excellent problem-solving skills, and a customer-focused mindset.
• Experienced troubleshooter (hardware, software, and complex systems).
• Experience in desktop and notebook hardware, operating systems, and desktop software. Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end-user documentation. Strong data analysis skills.
• Strong knowledge of Windows Operating System, MacOS, iOS.
• Strong knowledge of Office 365, Teams, Zoom, VPN, etc.
• Work independently and within the framework of a team with minimum assistance.
• Must understand the art of always providing customer service.
• Strong ability to provide creative solutions to user problems.
• Ability to analyze complex issues.
• General knowledge of Mobile Device Management System.
• General knowledge of Active Directory Administration.
• Windows 10/11 Operating System advanced troubleshooting; proficient using Windows registry.
• General knowledge of Desktop/Laptop imaging.

Preferred Qualifications:

• MCSE, MCP, A , Security , or Network certification is a plus.

Required Vaccination: Full vaccination against COVID-19 is required, including any booster vaccinations as applicable. Exception: Medical and religious accommodations approved by the Office of People & Culture.

Compensation: The expected starting salary for this role is $38.50 per hour. The actual pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and other factors permitted by law. Decisions will be made on a case-by-case basis.

Benefits:

• Comprehensive medical, dental, and vision coverage.
• 15 days of PTO, plus company-paid holidays.
• Additional time off including summer hours, winter hours, and a cultural floating holiday.
• Paid sick leave.
• Paid parental leave.
• 401k retirement plan with a company match
• Clean Air Commuter Program
• Employee Assistance Program through CompPsych Guidance Resources.
• Wellness benefits through Cigna Healthcare.
• Free access to 16,000 online courses through LinkedIn Learning
• Free Academy membership screenings
• Free tickets and screenings at the Academy Museum
• Employee discounts through LifeMart and Working Advantage

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