Technical Lead, Desktop Support - Irvine, CA

Seeking a Desktop Support Technical Lead with 5+ years IT support experience with a large company who will provide technical guidance and assistance to the Desktop Support Team and to internal customers related to various company system issues by clearly communicating technical solutions in a user friendly and professional manner. Duties include advanced troubleshooting, prioritizing, and completing assigned tickets in a timely manner, as well as escalating complex issue to other IT teams.

Responsibilities:

  • Mentors team members in areas of problem solving, decision making, and technical growth.

  • Serves as a resource and subject matter expert to team members.

  • Installs, diagnoses, and resolves Level 1 problems for hardware, peripherals, and software systems.

  • Manages internet security via Websense; adds and removes objects as well as manage permissions.

  • Maintains Time Management system (Kronos); including configuring, installing, and troubleshooting malfunctions.

  • Configures IT access for New Hires and Terminations.

  • Manages user access for applications such as, but not limited to, GO (all modules), Active Directory, Exchange, GCM, DL Plus, Great Plains, Kronos, BrainShark, and Exchange.

  • Acts as primary administrator for certain applications and processes such as Kronos, KwikTag, and network WiFi access.

  • Serves as liaison between various sub-departments of IT: Applications, Systems, Business Automation and Customer Technical Support.

  • Seeks process improvements and makes suggestions and recommendations to management.

  • Creates queries and runs pre-written stored procedures in SQL Server 2008.

  • Provides outstanding customer service and responsiveness to all end-users across all locations.

  • Guides users through step-by-step solutions and operating IT equipment.

  • Provides technical assistance and training, and recommends remedial actions, as needed.

  • Escalates complex issues to different IT Teams.

  • Communicates resolution status proactively to ensure timeframes are met/exceeded.

  • Creates, assigns, and reopens tickets to appropriate Helpdesk office.

  • Follows-up on open tickets, unresolved tickets, scheduled hardware and software upgrades, systems level problems, tickets that are escalated to other departments, and non-urgent after-hours messages to ensure progress and completion of requests.

  • Establishes and maintains strong working relationships with various Company departments and team members.

  • Makes considerable contributions to CRM Knowledge Base.

  • Enters appropriate and usable data into CRM Helpdesk Ticketing system.

  • Provides troubleshooting assistance through use of remote controls tools such as Proxy master and VNC Client to connect to customers for remote support.

  • Interprets, analyzes, diagnoses, documents, and resolves Level 1 IT issues related to internally supported hardware and software within first call.

  • Diagnoses and solves immediate complex questions and problems related to application software, operating systems, and antivirus.

Requirements:

  • Bachelors degree or High School Diploma. (Education in Information Technology a plus).

  • 5+ years of experience in Applications or Desktop Support.

  • Must have previous experience supporting enterprise applications.

  • Excellent customer service, communication skills a must.

  • Must have lead/manager experience, does not need to be within IT.

  • U.S. Citizen/green card holder required.