Desktop Support Lead

Koniag Government Services - Boise, ID

Full-time - Mid Level

Boise, ID

Management of Companies and Enterprises

About the position

The Desktop Support Lead at Tuknik Government Services is responsible for supervising and coordinating the activities of Desktop Support Technicians. This role involves assisting computer users with hardware and software issues, diagnosing problems, and providing solutions to minimize downtime. The position requires a Public Trust Clearance and focuses on both onsite and remote support, ensuring adherence to Service Level Agreements (SLA).

Responsibilities

• Lead the team of Desktop Support technicians to resolve onsite and remote tickets in accordance with the Service Level Agreements (SLA).
• Perform desktop troubleshooting, installing software and hardware from network images, vendor sites, and DFS paths.
• Support the current Windows operating system, Mac, iOS, and Android mobile devices; troubleshoot network and standalone printer issues.
• Resolve routine problems for a wide variety of applications, operating systems, and equipment.
• Provide technical assistance and solutions to customers and other IT staff or contractors.
• Collect specific and detailed information from reference sources, software utilities, or customers.
• Perform basic troubleshooting of networks, web pages, workstations, computers, and mobile devices under direction of senior IT staff.
• Create IT training sessions, presentations, documentation, and instructions for other IT support teams.
• Communicate and coordinate IT support activities between executives and local offices.
• Manage assets including wiping, excessing equipment, and tracking before property review.
• Resolve tickets within SLA timeframes.
• Utilize approved remote support tools to provide remote customer support.
• Document all work, progress, and resolutions in the Help Desk ticketing system.
• Supply continual status updates within the Remedy ticket worklogs and follow up with customers to ensure satisfaction before closing tickets.

Requirements

• Bachelor's Degree
• 4+ years of experience in desktop support
• HDI Desktop Support Technician certification
• MS: Configuring Windows Devices certification
• CompTIA A+ CE certification

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401K with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks paid time off