Job Information
HTC Global Services Inc Desktop Support Lead in Sayre, Pennsylvania
HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.
At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.
Position Title: Desktop Support Lead
Key Responsibilities:
Team Leadership & Coordination: Lead a team of desktop support analysts, ensuring timely resolution of hardware, software, and networking issues across multiple campuses within a 10-mile radius of the main office.
Ticket Management & Prioritization: Oversee ticketing system (e.g., ServiceNow to ensure proper tracking, prioritization, and escalation of user requests; monitor ticket lifecycle for quality and efficiency.
User Support & Troubleshooting: Provide direct support for complex hardware, software, and network troubleshooting both onsite and remotely, ensuring minimal downtime and disruption for end-users.
Client Interaction & Communication: Serve as the primary point of contact for escalated support issues; communicate effectively with clients to identify the nature of problems and deliver timely solutions.
System Installation & Maintenance: Lead the installation, configuration, and maintenance of desktop hardware, software, and peripherals (e.g., PCs, laptops, printers), ensuring optimal performance and compatibility.
Operating System & Software Upgrades: Manage OS and software upgrades for a range of systems (Windows, macOS, Linux), ensuring secure, up-to-date environments.
Training & Knowledge Sharing: Provide end-user training and create documentation to improve user proficiency in basic computer operation and troubleshooting.
Process Improvement & Documentation: Develop and enforce standardized troubleshooting procedures, support workflows, and documentation to improve efficiency and consistency across the support team.
Inventory & Supply Management: Monitor and maintain hardware and software inventories, ensuring that supplies are ordered as necessary and that systems are equipped with the latest tools and resources.
Performance Monitoring & Reporting: Track support team performance, identify trends, and report on key metrics, providing feedback for continuous improvement.
Skills and Experience:
Proven Leadership & Team Management: Demonstrated ability to lead a small, dynamic support team, ensuring high levels of team performance and user satisfaction.
In-depth Technical Knowledge: Extensive experience in troubleshooting and resolving issues with desktops, laptops, peripherals, operating systems (Windows, macOS, Linux), and enterprise software applications.
Customer Service Excellence: Commitment to delivering world-class customer service, providing timely and professional support that exceeds user expectations.
Multi-Platform Expertise: Strong working knowledge of multiple operating systems (Windows, Linux, and macOS), with the ability to quickly adapt to new technologies.
Problem Solving & Troubleshooting: Exceptional problem-solving skills, able to diagnose and resolve a wide range of technical issues in high-pressure environments.
Software & Hardware Installations: Hands-on experience with installing and configuring hardware and software, including OS installations, software upgrades, and peripheral devices.
Networking & Connectivity: Solid understanding of network configuration and troubleshooting (TCP/IP, DNS, DHCP, VPN, LAN/WAN), ensuring seamless connectivity and system performance.
Remote & Onsite Support: Skilled at delivering support both remotely and onsite, balancing efficiency and ensuring user issues are resolved effectively.
Ticketing & Documentation Systems: Familiarity with IT service management tools such as ServiceNow, JIRA, or similar, for managing service requests, ticket tracking, and reporting.
Technical Training & Development: Ability to train end-users on new systems and applications, empowering them to use technology effectively while reducing support requests.
Process Optimization: Experience in identifying and implementing process improvements to streamline desktop support operations and reduce resolution times.
Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar technical credentials are highly desirable.
Excellent Communication Skills: Ability to communicate clearly, both in writing and verbally, with technical and non-technical staff at all levels.
