Technical Support Lead – Westlake Village, CA 91361 Direct Hire/ Full Time Employee

TITLE: Technical Support Lead
LOCATION: Westlake Village, CA
SALARY: TBD

Reports to: Manager, IT Services & Support

NOT open to Corp to Corp

Those authorized to work in the US are encouraged to apply.

DKKD Staffing does not sponsor and cannot support H1, EAD, TN, etc. No outside agencies please.

NOTE: Please help us by completing the Application & Job-Related questions below. For fastest response, please send the answers to Di@DKKDstaffing.com

JOB OVERVIEW:

This position will work closely with the Service Desk Associates and the Service Desk Lead in an effort to continually improve services supporting the company’s user community.  This position will be the technical expert for all aspects of endpoint deployment and support and will foster an attitude of optimism and a “can do” approach to addressing the needs of the users.  Additionally, The Technical Support Lead will interface and work with other areas in IT as well including Infrastructure, Networks and IT Security.

MAJOR DUTIES AND RESPONSIBILITIES OF POSITION:

• Help to architect and support all end user hardware and software for end point management. (e.g. Windows desktops, laptops, and tablets, mobile devices, etc.).
• Manage the workstation images and help to automate whenever possible.
• Manage System Center Configuration Manager (SCCM), Microsoft BitLocker Administration and Monitoring (MBAM), Microsoft Desktop Optimization Pack (MDOP) and Microsoft Group Policy Management to effectively manage the desktop environment.
• Patch operating systems, software, and firmware effectively.
• Handle and resolve escalated tickets that are involved or highly technical in nature.
• Act as back up when Service Desk Supervisor is out of the office.
• Spearhead the research, design, implementation and ongoing maintenance of desktop hardware, software and all end user technologies.
• Meet with key business stakeholders to understand challenges and solve them.
• Support the following business functions:

• • Mobility – oversee procurement process, deployment, support for all mobile devices
  • Prepare standard statistical reports on Service Desk SLA performance.
  • Oversee account provisioning in Active Directory as well as ensure proper access to the Fileshare based on group membership.
  • Activate/enable/support Office 365 access as needed.
  • Lead procurement of hardware/software as needed for business users.
  • Maintain knowledge base in Service Now.

• Other duties as assigned.

PHYSICAL REQUIREMENTS:

• Ability to sit and use a computer for extended periods of time; ability to answer phones and utilize a variety of office equipment. Ability to lift a minimum of 50 lbs. and reach overhead.

TRAVEL REQUIREMENTS:

• Limited travel may be required.

KNOWLEDGE AND SKILL REQUIREMENTS:

• 2+ years in a Desktop Support Team Lead, Technical Support Lead, Service Desk Manager or other Technical Management capacity with continued in-depth, hands-on technical experience.
• Strong technical proficiency in MS Windows 10, Office Suite, MBAM, MDOP and SCCM.
• Automation skills including Powershell a plus.
• Proven ability to prioritize work and help remove roadblocks for team success preferred.
• Proven ability to drive and motivate teams to follow best practices/guidelines preferred.
• A strong customer service orientation with demonstrated experience in meeting and managing customer/client expectations.
• A strong sense of urgency when it comes to customer support resolution.
• Excellent communication skills and ability to communicate technical concepts/issues to technical and non-technical staff.
• Strong critical thinking skills with the ability to understand, analyze and creatively solve problems.
• Demonstrated experience identifying gaps and providing innovative solutions to improve end user support and customer satisfaction.
• A customer centric and supportive attitude that interacts well with all staff, communicates well and prioritizes support to end users:
• A proven track record of operating using ITIL Process Frameworks:
• Strong background in computers, software and desktop systems:
• MS Office, basic networking, Active directory user and groups administration, PC imaging, basic VOIP telephony, AV integration:

KEY COMPETENCIES REQUIRED:

• Exceptional technical skills in the areas of Windows 10 / Windows Desktop Operating Systems, SCCM, MBAM, MDOP, iPhone, networking and infrastructure.
• Solid customer service skills including communications with Sr. Management:
• Ability to communicate technical issues to all staff levels:
• Able to work independently with minimal to no supervision:
• Drive to learn new skills and techniques and be a multi-faceted technical expert:

Action Required: Please help us by completing the Application & Job-Related questions below. For fastest response, please send the answers to Di@DKKDstaffing.com

APPLICATION QUESTIONS (Please answer all questions)

• Name:
• Best Contact Info:
• Your Linked In:
• Where do you live and your desired geographical location:
• Why looking for a new job:
• Availability for interviews and a new job:
• Are you open to relocation if required:
• Do you have an active Passport:
• Are you open to travel if needed:
• Are you authorized to work in US (Please indicate US, Green Card or Other):
• Do you require sponsorship at any time or will you in the future?
• Salary Expectations: (I need a range) $
• Sizes of staff overseen and their titles: (include # of direct reports)
• Budgetary Responsibility: $
• Education/Certs/Degrees: (also indicate which certs are active)
• Who Referred You/ How Did You Hear About Job/ DKKD Staffing:

JOB-RELATED SCREENING QUESTIONS/ JOB REQUIREMENTS:

Please help us by providing your # of years of experience (per bullet/colon) and last year used. Elaborate if needed. If no experience, please indicate NA or none. 

• Role as a Desktop Support Team Lead, Technical Support Lead, Service Desk Manager or other Technical Management capacity with continued in-depth, hands-on technical experience:
• MS Windows 10, Office Suite, MBAM, MDOP and SCCM:
• Automation skills including PowerShell:
• ITIL Process Frameworks:
• Computers, software and desktop systems:
• MS Office, networking, Active directory user and groups administration, PC imaging, basic VOIP telephony, AV integration:

• Windows 10 / Windows Desktop Operating Systems, SCCM, MBAM, MDOP, iPhone, networking and infrastructure:
• Communications with Sr. Management & all staff levels:

 Connect with us on Linked In: www.LinkedIn.com/in/DianeKrehbiel 

ALL DKKD JOBS: https://dkkdstaff.com/job/dkkd-staffing-top-jobs-consolidated/

We get 100’s of applicants applying to us. Please see the instructions above on how to apply to help us.

IND123

Diane “Di” Krehbiel-Delson

Executive and Technology Recruiting

Westlake Village, Ca 91362

805-236-3793

CIO/CTO/CISO Events coming up

JOBS & Application: www.DKKDstaffing.com

References: www.LinkedIn.com/in/DianeKrehbiel 

Leadership JOB LEADS on LINKED IN GROUP: Diane Krehbiel Executive & Technology Recruiting