Senior Tier Ii Windows Pc Technician

Overview
Our Service Desk Technicians provide expert, quick, collaborative, and professional Tier 2/3 technical support to scientists and administrative staff in an active environmental health research setting. In this role, you will serve as the customer's primary point of contact and escalation point for incidents and service requests. You will install, configure, troubleshoot and resolve or escalate incidents and service requests related to hardware and software, websites and network access, remote access via VPN and Citrix, hardware/software roll-outs and refresh efforts, printers, instrument-attached devices, mobile devices, VOIP phones, conference room equipment, and security compliance. Service Desk Technicians follow relevant standard operating procedures (SOPs) and work within agreed service levels. Successful applicants can demonstrate their leadership ability, capacity to establish productive working relationships and effective communication with end users and teammates, and to contribute ideas in support of quality and continual improvement goals.
What You'll Do
In this role you will be responsible for:

• Leading a team of 6 Service Desk Technicians.
• Serving as a Customer Service Point of Escalation.
• Responding to Customer Support tickets.

Required Knowledge and Skills

• 5-7 years of Windows PC technical support experience required including Tier 2/3 level support
• Ability to work in a fast-paced, team environment supporting 1600+ end-users
• Strong interpersonal and customer service skills
• Proficient in supporting use of Microsoft O365 suite of tools including Outlook, OneDrive, and Teams
• Experience supporting customer remote access via VPN and Citrix
• Working knowledge of Active Directory, GPOs, and local machine policies
• Working knowledge of McAfee/ePO and BitLocker
• Experience supporting user account information including rights, security, and systems groups
• Experience supporting mobile devices such as iPhones and iPads
• Energy and passion to create new solutions and drive positive change
• Strong analytical and problem-solving skills and ability to troubleshoot problems quickly
• Ability to work effectively with little supervision in cross-functional teams
• Experience in a Service Level Agreement (SLA)-driven environment
• Commitment to and compliance with the organization's policies and procedures
• Experience documenting processing as Standard Operating Procedures (SOPs) and in a Knowledgebase format #JT

Abilities

• Ability to work effectively with little supervision in cross-functional teams.
• Ability to lead a mult-function Customer Service team in a fast paced environment.

Nice to Haves

• Experience providing support to a large (>1600) community of Windows PC users.
• Previous experience working in a scientific research environment.
• Experience supporting both Windows and Mac platforms is a plus.
• Relevant certifications including MCTS, MCSA Windows 10, MCSA Windows 7, A+ or Network +, ITIL Foundations are a plus.
• College-level course work in computer science-related area is a plus.