Lead Desktop Support Specialist

Shrive Technologies LLC; Rahway (NJ); On-site; USD 65,000 - 90,000; Full time

Job summary

Shrive Technologies LLC is seeking a Lead Desktop Support Specialist in Phoenix, AZ to oversee end-user computing, desktop/laptop/mobile device support, and hardware refresh.

Responsibilities include remote and deskside support, incident management in ServiceNow, SCCM familiarity, and handling Office 365 and OneDrive; strong communication to users and VIPs is essential. Experience leading a team and maintaining SLA is required.

Qualifications

• End-user computing support for desktops, laptops and mobile devices.
• Ability to manage incidents and service requests with priority and SLA.
• Experience with Windows 10/11 and corporate mobile OS environments.
• Familiarity with SCCM, ServiceNow and cloud productivity suite.

Responsibilities

• Provide Level 1/Level 2 break/fix support for hardware and software.
• Deliver remote and deskside support to authorized users as required.
• Document incidents and classify them in ticketing systems (ServiceNow).
• Manage devices inventory and track requests for new hardware/peripherals.
• Communicate technical concepts clearly to users and VIPs.
• Maintain SLA for Field Service tickets and support Office 365/OneDrive.
• Support OS upgrades, printer setup, and general configuration tasks.
• Understand modern cloud desktop management and related tools.

Skills

Customer service

Communication

Problem solving

Desktop support

Remote support

Tools

ServiceNow

SCCM

Office 365

OneDrive

Job description

Job Title – Lead Desktop Support Specialist

Location - Pheonix, AZ

EXP – (10+ years lead resource required)

Job description:

• Provide technical support across for end-user computing platforms for desktops, laptops, and mobile devices, device configuration, and technical refresh
• Provide Level 1 or level 2 break/fix support for in-scope hardware and software
• Broad understanding of Windows 10/Windows 11 and mobile operating systems (Ipad/Iphone in corporate setting) and the ability to lead change in a large complex desktop environment.
• Assess hardware and software malfunctions by means of diagnostic tools and user input
• Deliver remote and deskside support to authorized users as required
• Document and classify incidents in ticketing systems (e.g., ServiceNow)
• Provide technical support assisting workstations, setting up printers, general operating system issues, OS upgrade issues, login or connectivity issues, install new hardware and software or systems and keep track of existing problems
• Understanding of Modern cloud desktop management including technology such as Office365, Onedrive
• Responds to customer requests for service and repairs. Manage and maintain the SLA for Field Service tickets.
• Manage and maintain spare inventory for in-scope hardware devices and report inventory levels as per organizational policies
• Track requests for new devices, spare components, or peripherals
• Must be able to communicate across all levels of the organization and articulate details of a solution, problem or initiative in both a technical and non-technical context to end users or VIP users
• Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members
• Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly
• Basic understanding of Microsoft SCCM