Lead Desktop Support Analyst

The Lead Desktop Support Analyst provides operational and technical support to Tuesday Morning computer users and interacts with external suppliers of technology. Effectively leads the Desktop Support team in the delivery of high quality customer service and end user desktop/laptop support. JOB DUTIES & RESPONSIBILITIES Equipment and Software Operational and Technical Support (65%) Design, develop, and implement software images for desktop and laptop computers Configures, distributes, and installs computers (desktops/laptops) and peripherals in both the corporate and field environments Provides support and resolution for problems related to installed desktop and laptop applications Provides telecommunications support and resolution for desktop phone sets and cell phones Identifies application, network, and hardware issues and takes appropriate action to resolve Continually gain knowledge and provide technical support for supported/approved software and hardware Administrative and Leadership Functions (35%) Ability to lead desktop support team members and provide technical expertise and consultation in the areas of hardware & software support, remote access, local/network printers, hardware & software installations, computer upgrades and imaging. Implement and monitor quality performance metrics of Desktop Support team members and identify improvement opportunities. Serve as the Desktop Support team’s ticket queue manager to ensure timely responses, updates and resolutions to Incidents and support requests; escalate unresolved Incidents and requests as required Manage inventory of desktops, laptops, multifunction devices, software, and hardware peripherals Leads and supervises IT projects as directed by IT Support Services Director EDUCATION/EXPERIENCE AA / AS degree or equivalent work experience Three (3) years’ experience in a team lead role Experience with iSupport Enterprise Incident Management system or similar incident & request tracking system Advanced computer, telecommunications, networking and remote access experience DESIRED SKILLS AND ABILITIES Active Directory / User Administration Network printing configuration and support Microsoft Office Suite of products Windows 7/Windows 10 Operating Systems Ability to support mobile devices Ability to support Virtual Private Network access and configuration Excellent verbal and written communication skills Excellent administrative skills; organized, efficient and versatile Excellent customer service approach to dealing with people at all levels including Senior Management PROFESSIONAL LICENSE, CERTIFICATION and/or SPECIALIZED TRAINING A certification or similar certifications such as MCP, Cisco, etc. We offer competitive compensation, excellent benefits to include 401(k), best-in-class products, and more Both innovative and high-performing, our stores provide you with unlimited possibilities to start your career. Be a part of the Tuesday Morning growth