Senior IT Ops Lead - Windows Imaging & Help Desk

Bowen Health; Warsaw (IN); Sur place; USD 65 000 - 95 000; Plein temps

Résumé du poste

Bowen Health is seeking a Senior Technical Support Specialist to lead the IT Operations team in Indiana. You will own Windows imaging, lifecycle management, and administer the Help Desk system, while acting as a backup for on-call rotations.

You will collaborate with Systems, Network, and Security teams to ensure reliable service delivery, implement process improvements, and mentor junior staff. Strong troubleshooting and communication skills are essential.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent experience.
• 4+ years of experience in technical support or systems administration roles.
• Experience with Windows imaging tools (e.g., SCCM, MDT, Autopilot).
• Familiarity with Help Desk platforms (e.g., ServiceNow, Freshservice, Zendesk).
• Strong troubleshooting skills across hardware, software, and network environments.
• Excellent communication and documentation skills.
• Valid driver's license and active liability insurance.
• Satisfactory results from criminal background check.

Responsabilités

• Serve as the technical lead for IT Operations processes, including documentation, standard work development, and continuous improvement initiatives.
• Develop, implement, and maintain standard operating procedures for desktop support and Help Desk workflows.
• Act as a primary escalation point for complex technical issues from Help Desk and Technical Support staff.
• Collaborate with Systems, Network, and Security teams to ensure seamless service delivery and escalation handling.
• Own the creation, maintenance, and deployment of the standard Windows image across the organization.
• Utilize tools such as SCCM or equivalent for imaging, patching, and software deployment.
• Ensure compliance with security and configuration standards across all endpoints.
• Administer and optimize the Help Desk ticketing system, ensuring accurate tracking, reporting, and resolution of incidents.
• Train and support Help Desk staff in system usage and best practices.
• Analyze Help Desk metrics to identify trends, improve response times, and enhance customer satisfaction.
• Provide advanced support for desktops, laptops, mobile devices (iOS/Android), printers, and peripherals.
• Perform onsite and remote troubleshooting, configuration, and installation of IT assets.
• Support encrypted device deployment and compliance with corporate security policies.
• Participate in on-call rotations and provide backup coverage for Help Desk operations.
• Work closely with Systems Administrators to support enterprise platforms as trusted and assigned.
• Assist in project planning and resource scheduling under the direction of IT leadership.
• Act as a mentor and technical resource for junior staff and Help Desk personnel.

Connaissances

Windows troubleshooting

System administration

Hardware/Network troubleshooting

Documentation

Formation

Bachelor's degree in Computer Science or related field

Outils

SCCM

MDT

Autopilot

ServiceNow

Freshservice

Zendesk

Description du poste

Bowen Health is seeking a Senior Technical Support Specialist to lead the IT Operations team in Indiana. You will own Windows imaging, lifecycle management, and administer the Help Desk system, while acting as a backup for on-call rotations.

You will collaborate with Systems, Network, and Security teams to ensure reliable service delivery, implement process improvements, and mentor junior staff. Strong troubleshooting and communication skills are essential.