Senior IT Service Desk Lead | Hardware, Software & Kronos

Socket.dev; Le Mars (IA); Hybrid; USD 52,000 - 68,000; Full time

Job summary

Wells Enterprises, a Ferrero company, is seeking an IT professional to support hardware and software for employees, delivering service desk solutions with mid to high complexity. You will lead setup and configuration of client PCs, operate in a hybrid work environment, and collaborate with hardware and software vendors to ensure timely deployments.

The role emphasizes end-user support, incident resolution, and the maintenance of Kronos clocks and software distribution tools, with mentorship and

Responsibilities

• Provide support to end users via telephone, email, or in person for incident resolution; guide end users through troubleshooting procedures; develop troubleshooting documents for the service desk; provide technical assistance in setup, installation and configuration of hardware and software; assess, test, and implement new software and hardware technologies; recommend, install, maintain and troubleshoot software applications on client PCs.
• Schedule, coordinate, and perform upgrades and deploy new hardware and software in compliance with internal controls, policies and standards.
• Resolve incidents escalated from level 1 or 2. Recognize and escalated more difficult incidents to Level 4 support or other IT Application and Technology teams.
• Manage the installation, configuration, and maintenance of all Kronos clocks. Update and maintain clock configuration info in the Kronos application.
• Mentor and train other team members for hardware and software troubleshooting, analysis, and issue resolution.
• Keep all clients PC's fully patched, in a timely manner, with critical security updates provided by software vendors.
• Manage and administrate the software distribution applications/tools used to perform automated software installations (including the standard image) on client PCs. Maintain an inventory of installed PC software, manage licenses, and create policies and procedures for upgrades.

Job description

Wells Enterprises, a Ferrero company, is seeking an IT professional to support hardware and software for employees, delivering service desk solutions with mid to high complexity. You will lead setup and configuration of client PCs, operate in a hybrid work environment, and collaborate with hardware and software vendors to ensure timely deployments.

The role emphasizes end-user support, incident resolution, and the maintenance of Kronos clocks and software distribution tools, with mentorship and