Lead Desktop Technician
ISO New England - Holyoke, MA

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Job Description:
This position requires prior experience in mentoring technicians in troubleshooting of complex problems, researching and evaluating new desktop technologies for making recommendations to management, and experience leading computer hardware and software conversion and deployment projects. Primary responsibility is to provide tier 2 support at the user desktop. This position assists with the coordination and execution of pc builds, adds & moves. Other responsibilities include monitoring and performing IT Service Desk support, meeting and presentation support (including audio and WEB collaboration), hardware installations & upgrades, maintaining, upgrading of PC equipment; software installations & upgrades.

Responsibilities include:

IT Service Desk Support
• Provide prompt response to user support calls dispatched via the IT ServiceDesk.
• Monitor the IT ServiceDesk voice and email boxes to ensure calls are appropriately prioritized and processed accordingly.
• Liaise with Asset & License Management Team as appropriate; ensure compliance of policies by Desktop team.
• Act as stead for supervisor as necessary on matters involving the Desktop Team
• Assess technician queues and assign calls to technicians based on call urgency and queue size.
• Provide input to periodic review of standard operating procedures and corresponding service metrics.
• Install authorized software or new versions of software per approved user request.
• Perform triage, including search history and knowledge lookup for problems reported.
• Troubleshoot pc hardware & software problem reports; serve as level 2 support to level 1 technicians and other IT support groups.
• Mentor technicians in troubleshooting of complex problems.
• Troubleshoot user/departmental printers.
• Make repair/replace determination and take appropriate action.
• Document and review drafted solutions for searchable knowledge documents.

Identify and maintain PC hardware platforms
• Research and evaluate new desktop technologies; make recommendations to management.
• Configure and deliver user pcs and peripherals in accordance with user role requirements.
• Upgrade PC hardware.
• Perform pc & peripheral asset tracking.
• Maintain hardware inventory for failure support, including repair loaner, as well as temporary issue hardware for user meetings, presentations and / or testing.

Miscellaneous Desktop Services & Project Support
• Lead computer hardware and software conversion and deployment projects.
• Monitor and act on entries reported in anti-virus and encryption systems.
• Ensure appropriate coverage for onsite meeting support for classes & large groups with services such as the set up & breakdown of pcs, projectors, WEB Ex sessions, audio assistance, etc.; assist where necessary.

Job Requirements:
7+ years of experience working in computer service and support environment.
Experience in leading large scope desktop/laptop hardware and software conversion and deployment projects. Experience should include knowledge of motherboards, hard drives, graphics support, and network interface configurations. Experience in software includes Microsoft Office Suite (including Exchange & Outlook), Windows XP and Windows 7 Operating Systems, online trouble reporting systems. Experience with asset management systems a plus.

Associates Degree in electronics, computer technology or certifications along with equivalent years of direct experience.

Industry Standard PC Support and / or Microsoft Systems certifications a plus (such as COMPTIA A+, MCDST, etc.).

Desired qualities include:

• Ability to serve as team lead in providing quality service and timely closure to user support calls while managing desktop asset management, including hardware and software inventory, deployment and retirement.
• Ability to work in concert with System Support and Networking teams to support intricate user issues where there are layers of applications and networking involved.

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ISO New England is a regional transmission organization (RTO), serving Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island and...