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