IT Desktop Lead SunRun
THIS JOB HAS EXPIRED Job Description
Supervise daily activities of Desktop Support, Helpdesk, and NOC personnel. Responsible for monitoring call queues and assigning tickets to appropriate personnel while handling critical issues where necessary. Duties include handling of complex issues regarding hardware, software, and phone system. Manage and own the major incident process including communication, root cause analysis, avoidance, and uptime reporting.
Essential Job Requirements
Supervise daily activities of Desktop Support, Helpdesk, and NOC personnel and advise on priority projects
Strong knowledge of older and emerging software, operating systems, and hardware
Identify the specific needs of different departments and develops cost-effective desktop solutions
Solid experience in troubleshooting and repair of hardware and software
Training and supervision skills are also essential to manage support personnel
Assist Desktop Support and Helpdesk to troubleshoot and resolve trouble tickets related to difficulties with hardware, software, and phone system.
Manage hardware image configuration for desktop and laptops
Monitor and assign tickets and urgency levels in the support call queues
Work closely with infrastructure, and development personnel to resolve user issues
Communicate plans for progression of issue resolution in a timely manner
Actively contribute to ongoing process improvement
Improve Helpdesk and NOC processes
Own major incident process including communication, root cause analysis, avoidance, and uptime reporting
Document fixes and contribute to the standardization of processes and procedures
4-year degree in Information Systems, Business, Engineering or related discipline.
Minimum 4 years? experience supporting Windows and Apple environments as desktop support technician
Thorough knowledge of Lenovo, HP, and Samsung desktops and laptops as well as MS operating systems and applications
A background in employee management or supervision is desirable
||San Francisco, CA |
THIS JOB HAS EXPIRED