Job Purpose

This position will help drive success and resolution to the customers’ technology needs as they oversee the Company IT Desktop Support team. The individual will support and assist with end user services and activities such as: Employee onboarding, helpdesk services, mobile device management, and video conference services. The individual will report to the Information Technology, VP of Infrastructure.

Duties and Responsibilities

• Oversee and provide day to day support services for employee technology resources (MS Office, Windows, and other related applications), ensuring a high-quality end-user experience.
• Ensure the fulfillment of IT service requests including the request of new equipment, including, but not limited to, workstations, laptops, printers, scanners, telephones.
• Support the end-user desktop including, but not limited to, troubleshooting issues, implementing approved software, and removing older software.
• Oversee and maintain the desktop environment ensuring desktops are kept current and laptops are properly maintained. This includes the proper issuance and maintenance of corporate devices.
• Provide remote access support and troubleshoot issues with remote network access.
• Perform user maintenance functions such as password resets in support of the companies technologies, including email, voicemail, and other enterprise systems.
• Take an active role in the Incident Response and Problem Management processes, representing the desktop environment. Provide root cause analysis for problems and measures to mitigate future occurrences.
• Supervise the daily activities of the end user and desktop support function including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training.
• Leads desktop support team in Company projects. Participates in project meetings, assists with establishing a budget for IT equipment, and makes recommendation for IT equipment procurements, coordination of vendors and communication with stakeholders.
• Conducts and directs installation of personal computers successfully according to information systems protocol and standards for device image, device identification, AD context, IP Address, DNS, sub-network, and physical connections.
• Develops, manages, measures and reports on key service-level metrics. Utilizes Help Desk reporting tools to report areas requiring support proactively.

Qualifications

The ideal candidate will possess the following:

• Bachelor’s degree from a four-year college/university or five to ten years of related experience and/or training
• Previous management/supervisory experience
• Excellent skills in the following :Desktop/Laptop, Microsoft Windows OS, Office Suite, wired and wireless networking technologies (TCP/IP, DNS, DHCP, Active Directory)
• Advanced knowledge of information technology processes and industry best practices
• Willingness to gain new knowledge and technical skills
• Exceptional verbal, written, and interpersonal communication skills

Direct Reports

4 direct reports to hire too team

This position is located in NYC