Supervisor, Desktop Support
Rockville, MD

Job Description

Job Summary:

Primary responsibilities include technical guidance and prioritization of projects for the Desktop Team, while also serving as the primary tech liaison between IT and Executive Leadership. Leading the Desktop team to completing required refreshes of existing hardware, setup of new desktops/laptops for new users as well as performing diagnostic activities and repairs as needed (or through the use of 3rd party support agreements such as Dell) and acting upon requests submitted via the ticketing system (ServiceNow) or in-person requests by local and remote Choice Associates, contractors and 3rd party vendors users. Assists users in the setup, moving and troubleshooting of their workstations and laptops on the corporate LAN and on VPN; Escalates to Service Desk Team Leads when necessary; Provides desk side support when needed.

Organization:

This position reports to Desktop Services Manager

Roles/Responsibilities:

* Responsible directing tasks to the Desktop Services team for installing new desktops and laptops for users in office or field based; assists users with data transfer, configuration and assisting users with the basics of the operating system and Office suite of applications
* Software support - Configure, reload, update and troubleshoot all company-approved software. This includes but not limited to Operating systems such as Windows 7 and Windows 10, productivity suites such as Office 365/2016, Computer and network protection such as McAfee Endpoint Security, Virtual Private Network software such as Cisco AnyConnect VPN Client, Wireless Network software, etc. Using tools such as McAfee ePO, Microsoft SCCM, Microsoft WDS to reimage
* Assists with the technical needs of the Executive Admins as well as the C-Level Executives. Primary contact person for VIP level after hour support. Travel to company events to provide Desktop support


* Recommends changes to improve user satisfaction and provides input into technical architecture and project management role for computer upgrades, software rollouts and other IT related projects


* Documents all actions in ServiceNow (ChoiceNow) issue tracking system properly to ensure timely follow-up and resolution. Ensures that new cases are entered into knowledge bases and classifications are current in ChoiceNow


* Maintains records and checklists of applications installed on systems and checklists for the various groups with their specific system needs


* Trains and coaches new Desktop Support members. Instructs and encourages Desktop team to improve quality of service provided



Skills, Educational Background and Experience:

* Associates degree in IT/IS-related area of study from a two-year college or technical school or one-year related experience, or an equivalent combination of education and experience.
* Minimum of two years' prior experience in a computer support role, preferably in a remote support capacity
* Previous experience in troubleshooting aspects of Windows platforms and applications.
* Previous experience troubleshooting network connectivity and VPN issues.
* Knowledge of imaging systems utilizing Microsoft SCCM and MDT
* Functional knowledge and experience of Windows Active Directory and LDAP

Skills/Abilities:

* Possess exceptional customer-service skills
* Strong interpersonal, verbal, written and listening communication skills
* Organizational, planning and time management skills
* Proficient in a Windows environment, and in the use of MS Office software such as Word, Excel, Outlook
* Proficient in the use of trouble ticket applications such as Remedy or ServiceNow
* Proficient in the use of multiple forms of communication (e.g. phone, email, mail and IM) to achieve objectives of the position
* Demonstrated ability for innovative and resourceful approach to problem solving
* Ability to rapidly learn new software applications and hardware
* Ability to prioritize multiple tasks successfully without losing composure and compromising productivity
* Able to work both independently as well as collaboratively
* Able to maintain a professional demeanor and to interact with all levels within the organization
* Able to lift and carry 50 lbs.
* Able to travel up to 5% of the time
* Must be able to uphold Choice's Values & Performance Principles of collaboration, performance excellence, sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect

Additional Preferences:

* Comptia A+
* Comptia Net+
* ITIL Foundation certificate
* Microsoft SQL Server knowledge
* Dell -Online Self Dispatch Certified
* Microsoft SharePoint Knowledge

Must be able to uphold Choice's Values & Performance Principles of accountability, collaboration, performance excellence, sense of urgency, innovation, inclusion & diversity, integrity & trust, customer focus, and respect.