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Desktop Support Lead

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SquareTrade

2024-11-05 21:38:34

Job location Brisbane, California, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

Job Description

Responsibilities of the Role

Provide primary response for user requests to the Help Desk

Participate in Ticket Reviews and assign applicable work

Supervise a team of desktop support agents, offering guidance and support during their shift

Ensure the support team adheres to established SLAs, quality standards, and best practices.

Follow procedures and guidelines (including documentation) for the Help Desk operations

Monitor and inform users on status of their support issues

Perform Setup and deployment of end-user hardware and software

Lead initiatives to improve support processes, tools, and metrics.

Investigate and research solutions for hardware and software problems that arise

Troubleshoot technical difficulty with PC hardware and software issues, Internet, network applications, configurations, and peripheral equipment

Add/change users and/or permissions and rights in Active Directory

Manage mobile device management systems and enrollment of devices

Participate in an On-Call rotation with the Helpdesk Emergency Line for 1 week every 8 weeks

Inform a friend!

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