About the Role

Shrive Technologies is seeking a Lead Desktop Support Specialist to provide technical support for end-user computing platforms, including hardware and software break/fix, device configuration, and technical refreshes. The role involves managing service level agreements and maintaining spare inventory levels within a complex desktop environment.

Skills

Desktop Support Windows 10 Windows 11 Mobile Device Management ServiceNow Hardware Troubleshooting Software Troubleshooting Office365 OneDrive SLA Management Inventory Management Technical Communication Problem Solving Microsoft SCCM Device Configuration Technical Refresh

Full job details

Job Title – Lead Desktop Support Specialist

Location - Pheonix, AZ

EXP – (10+ years lead resource required)

Job description:

Provide technical support across for end-user computing platforms for desktops, laptops, and mobile devices, device configuration, and technical refresh
Provide Level 1 or level 2 break/fix support for in-scope hardware and software
Broad understanding of Windows 10/Windows 11 and mobile operating systems (Ipad/Iphone in corporate setting) and the ability to lead change in a large complex desktop environment.
Assess hardware and software malfunctions by means of diagnostic tools and user input
Deliver remote and deskside support to authorized users as required
Document and classify incidents in ticketing systems (e.g., ServiceNow)
Provide technical support assisting workstations, setting up printers, general operating system issues, OS upgrade issues, login or connectivity issues, install new hardware and software or systems and keep track of existing problems
Understanding of Modern cloud desktop management including technology such as Office365, Onedrive
Responds to customer requests for service and repairs. Manage and maintain the SLA for Field Service tickets.
Manage and maintain spare inventory for in-scope hardware devices and report inventory levels as per organizational policies
Track requests for new devices, spare components, or peripherals
Must be able to communicate across all levels of the organization and articulate details of a solution, problem or initiative in both a technical and non-technical context to end users or VIP users
Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members
Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly
Basic understanding of Microsoft SCCM