Desktop Support Lead

Job Description:

Pay Range $20hr - $23hr

• An expert-level understanding of hardware and software Demonstrated expertise and proficiency in diagnosing complex problems with computer hardware and software with ability to apply solutions to the problems.
• Experience in dealing with anti-virus, anti-spam, wireless communication, mobile devices, and security in the information technology field.
• Experience in handling and liaising with multiple vendors/Partner/Teams.
• Solid knowledge of data communication and networking internet protocols, such as TCP/IP, Ethernet and Serial interface standards, Change Management, and Active Directory.
• Knowledge of JAMF, Microsoft SCCM, Microsoft Intune, FileVault Disk Encryption Interact with numerous computer platforms in a multi-layered client server environment.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Strong ability to quickly and independently master new technology, then provide support and consultation on usage of new technologies.
• Strong customer service orientation.
• A strong team player, works effectively under pressure, and ability to multitask.
• Works in close collaboration with laboratory tech and assisting with installation and maintenance of software.
• Excellent interpersonal communication skills (verbal, written and listening) since candidates will have daily interaction with faculty, administrators, and staff.
• Exceptional documentation skills.
• To provide support for on call escalations and doing root cause analysis of given issues.
• To independently resolve tickets within agreed SLA of ticket volume and time.
• To adhere to quality standards, regulatory requirements and company policies.
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.