Lead Desktop Administrator

Position Responsibilities

Take inbound Desktop support calls resolving customer issues timely and effectively as needed

Handle high level escalations and direct assignments from Desktop Administrator Manager and other IT management

Display excellent customer service with customers throughout the support process

Respond promptly to user, team and management communications via ticketing system, email, Microsoft Teams

Creates new image builds for large updates / Microsoft OS releases to ensure efficient reimage process

Audit and manage user Office 365 and Active Directory accounts (Create, remove, change)

Maintain current knowledge of computer imaging, computer setup, credit card reader software and hardware setup including current best practices and configurations for available models

Works closely with management as a lead for handling setup for new property openings and other assigned tasks

Jira Ticket system management including user management / audit

Provides inventory management for corporate assets

Works with third party vendors for warranty repair of departmental IT equipment

Serves as an escalation point for Desktop Administrator

Assist Desktop Administrator with more challenging support issues and serve as a point of reference to confirm hardware upgrade / replacement recommendations

Assist Desktop Administrator Team and management with creation of beneficial training materials pertaining to computer troubleshooting and usage

Assists with shipping in house equipment for new property openings

Report major issues to the Desktop Administrator Manager for discussion and review

Assists Desktop Administrator Manager with hardware refresh review and vendor choices for hardware upgrades

Assists Desktop Administrator Manager with Call Reviews for Desktop Administrators

Assists Desktop Administrator Manager with PCI security audits for corporate assets

Assists Desktop Administrator Manager with software rollout planning as well as team needs and training

Other duties as assigned

Position Requirements

Associate Degree in an Information Technology related field or equivalent work experience

3-5 years experience in Red Roof Desktop Administrator role or 5+ years of equivalent experience

Excellent customer service and interpersonal communication skills

Ability to work with diverse support population with varying Information Technology skill levels

Ability to think critically, problem-solve, communicate, and manage task execution

Strong incident remediation skills

Demonstrated ability to lead and manage through challenging projects and multiple priorities

Must work well in a dynamic environment with adapting to changing business needs

Support self growth and development with a strong drive to learn and teach others

Multi-tasking and time-management skills, with the ability to prioritize tasks

Strong hardware and software skills with emphasis on common PC, printer, and Network issues

Experience with technology Manufacturers: Microsoft (Surface), Lenovo, Apple, Brother is preferred

Ability to work efficiently either independently or working closely with a team or group

Ability to create training documentation and train in a formal in person or remote setting

High level of professionalism, ethics, and integrity, with the ability to build relationships while ensuring compliance with all company policies

Able to handle sensitive/confidential situations and documentation