Behavioral Health Group
Desktop Support Engineer Lead
Behavioral Health Group, Dallas, Texas, United States, 75215
Responsibilities:
Assist the help desk support technicians with escalations. Train and coach new and current help desktop support technicians with new or updated procedures. Develop daily and weekly reports on the productivity of the desktop team. Develop and update standard operation procedures (SOPs) for the desktop support team. Provide weekly project updates and reports on assigned projects. The Desktop Support Technician will be responsible for all users' support services, including break-fix, desk-side support, new system installation, move/add/change, and asset tracking activities. Hardware troubleshooting and support including but not limited to Methadone Pumps, Signature Pads, Credit Card Machines, Laptops, Desktop Computers, Thermal Printers, MFC Printers, Docks, Wireless Keyboard and Mice, Polycom and Cisco Phones, iPhones, iPads, Switches, Routers, APCs, Intercom System, Web Cameras, Security Cameras, Audio Hardware. Software troubleshooting support including but not limited to: Electronic Health Record Systems, Windows 10, Office 365 Suite, OneDrive, Bit-Locker, Active Directory and Azure AD, Remote Desktop Connection, Teams, 8x8, Control Up Console, Manage Engine Endpoint Central, Paper Save, Fax2Mail, O365 Admin Center, Exchange Admin Center, SharePoint, Carbon Black, Printer Logic. Assist in remotely supporting users at all companies and potential WFH locations. Uses Active Directory (account creation/deletion, password resets, distribution lists, security groups, etc.) Ability to determine appropriate security access by Job Title and Mirroring. Knowledgeable in wired and wireless network technologies. Ability to troubleshoot from network drop to patch panel, switches, ADVA, and PDU. Monitors core systems and promptly addresses or escalates issues as required. Works closely with other key teams, including Compliance, Security, and Systems. Plan, prioritize, organize, and complete work to meet established SLAs and objectives. Recommend changes in software and hardware to improve computer capabilities. Able to function as a productive team member, working in conjunction with all other team members in a helpful, positive manner. Provide on-site technical assistance for acquisitions, facility expansions, relocations, etc., as required, achieving all company objectives for timeliness, cost, and resource allocation. Qualifications:
Desktop Support in an Enterprise environment: 2-3 years. Active Directory and Azure Active Directory. Office 365 Admin. Experience in LANs, WANs, Personal Computers, and software delivery applications. Knowledge of computer security products, including Bit Locker drive encryption. Excellent interpersonal skills in a customer-facing environment, experience working with executive level preferred. A high level of technical proficiency with IT equipment is a must. Working knowledge of primary desktop operating systems (Windows 10, 11). Must have the ability to multitask with strong organization and time management skills. On-call availability. CompTIA A+ Certification: (Preferred).
Assist the help desk support technicians with escalations. Train and coach new and current help desktop support technicians with new or updated procedures. Develop daily and weekly reports on the productivity of the desktop team. Develop and update standard operation procedures (SOPs) for the desktop support team. Provide weekly project updates and reports on assigned projects. The Desktop Support Technician will be responsible for all users' support services, including break-fix, desk-side support, new system installation, move/add/change, and asset tracking activities. Hardware troubleshooting and support including but not limited to Methadone Pumps, Signature Pads, Credit Card Machines, Laptops, Desktop Computers, Thermal Printers, MFC Printers, Docks, Wireless Keyboard and Mice, Polycom and Cisco Phones, iPhones, iPads, Switches, Routers, APCs, Intercom System, Web Cameras, Security Cameras, Audio Hardware. Software troubleshooting support including but not limited to: Electronic Health Record Systems, Windows 10, Office 365 Suite, OneDrive, Bit-Locker, Active Directory and Azure AD, Remote Desktop Connection, Teams, 8x8, Control Up Console, Manage Engine Endpoint Central, Paper Save, Fax2Mail, O365 Admin Center, Exchange Admin Center, SharePoint, Carbon Black, Printer Logic. Assist in remotely supporting users at all companies and potential WFH locations. Uses Active Directory (account creation/deletion, password resets, distribution lists, security groups, etc.) Ability to determine appropriate security access by Job Title and Mirroring. Knowledgeable in wired and wireless network technologies. Ability to troubleshoot from network drop to patch panel, switches, ADVA, and PDU. Monitors core systems and promptly addresses or escalates issues as required. Works closely with other key teams, including Compliance, Security, and Systems. Plan, prioritize, organize, and complete work to meet established SLAs and objectives. Recommend changes in software and hardware to improve computer capabilities. Able to function as a productive team member, working in conjunction with all other team members in a helpful, positive manner. Provide on-site technical assistance for acquisitions, facility expansions, relocations, etc., as required, achieving all company objectives for timeliness, cost, and resource allocation. Qualifications:
Desktop Support in an Enterprise environment: 2-3 years. Active Directory and Azure Active Directory. Office 365 Admin. Experience in LANs, WANs, Personal Computers, and software delivery applications. Knowledge of computer security products, including Bit Locker drive encryption. Excellent interpersonal skills in a customer-facing environment, experience working with executive level preferred. A high level of technical proficiency with IT equipment is a must. Working knowledge of primary desktop operating systems (Windows 10, 11). Must have the ability to multitask with strong organization and time management skills. On-call availability. CompTIA A+ Certification: (Preferred).