TITLE: Lead Desktop Technician
ORGANIZATION: Information Technology
FUNCTION: Information Technology
JOB LOCATION: CA San Francisco - Corporate
REFERENCE CODE: 4761BR
ASSOCIATE STATUS: Full Time
JOB DESCRIPTION:
The Desktop Technologies’ Desktop Lead Technician is responsible for providing integration engineering, testing, project management, and 2nd and 3rd level support and of hardware, software, and operating systems for PC and Apple based computing products. These duties are performed while meeting established departmental Service Levels and with exemplary customer service focus.
Technical Responsibilities:
* Act as a technical resource for Desktop Technician I and II staff members.
* Provides technical support that is highly complex in nature to clients.
* May consult with clients to determine computing requirements and develop appropriate solutions.
* Act as key contact for internal IT support groups in support of technical resolution efforts.
* Researches and locates the necessary tools and processes to identify troublesome trends as they develop.
* Analyze trends and assists in developing a long-range plan designed to resolve problems and prevent them from recurring.
* Maintains high service levels for the user community.
* Identifies, troubleshoots, analyzes and resolves problems that are highly complex in nature.
* Escalates any unresolved problems to project lead or manager.
* Assists in conducting standards review to ensure compliance of standards as required.
* Develops and produces installation documentation for the most complex applications.
Project Planning:
* Develops and validates accuracy and comprehensiveness of task identification, work effort estimates, and work schedules for development and maintenance activities.
* Assists Project Owners in monitoring and adjusting work schedule as needed.
* May lead projects that are complex in nature.
QUALIFICATIONS Knowledge, Skills, and Abilities:
* Extensive knowledge of Windows 2000, Windows XP and Apple OSx operating systems support is required.
* Extensive knowledge of configuration, support, and failure analysis of major OEM (Apple, HP, IBM, Compaq, Dell) desktop systems hardware and peripherals is required.
* Knowledge of Macintosh end-user support is preferred.
* Comprehensive understanding of local, client-server, and database application functions and support is required.
* Excellent verbal and written communication skills are required.
Minimum Education Level:
* An Associate’s Degree in a technical or computer related field of study, or equivalent related experience is required.
* OEM hardware and Microsoft MCSE (NT 4.0 and Win2000), MCP certifications are preferred.
Experience:
Seasoned senior-level professional with experience, or equivalent education, in configuration and deployment of desktop hardware/software. Critical technical skills include data analysis; functional design; integrated solutions; network architecture; operating systems; hardware and software installation and testing. Demonstrated ability to instruct and guide lower level professionals.
** TO APPLY, PLEASE VISIT THE CAREERS SECTION OF OUR CORPORATE WEBSITE www.williams-sonomainc.com **
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