Lead Desktop Support Engineer

Lead Desktop Support Engineer

Lead Desktop Support Engineer







Job ID: AW2
Description:

Position Summary
The Lead Desktop Support Engineer is responsible for providing second/third level enterprise desktop support across multiple ATK locations and product groups. Position is the enterprise focal point to develop desktop standards and to lead Desktop initiatives from inception to delivery. The Lead Desktop Support Engineer will partner with various IT Infrastructure teams and all related vendors to ensure best practices are defined and applied to the Desktop environment. This position will provide work direction to other team members and participate in the performance management process. Accountabilities of this position focus on establishing desktop process and technology leadership, project participation and daily support activities for the desktop computing environment. This includes but is not limited to hardware/software image development/deployment, virtual desktop, mobile computing (data/voice), printing technologies, software compliance and associated reporting.
Core Job Functions
* Provide second/third level enterprise desktop support to ensure adherence to established service levels.
* Perform root cause analysis to quickly recover from service interruptions and prevent recurring issues.
* Lead team in development/design/testing of standard enterprise image build. Also establishes repeatable processes for ongoing activities.
* Leads enterprise team to develop technical design of desktop/laptop technologies. May lead enterprise implementation projects to oversee implementation of projects ensuring high quality and on-time delivery.
* Lead and develop team to deliver products and services using current, new and emerging technology.
* Ensures the enterprise team is cohesive and aligned toward the same goals.
* Participate in team performance management.
* Follows ITIL processes ensuring incident, problem, change and configuration management processes and procedures are followed ensuring SLA requirements are met.
* Leads necessary enterprise continuous improvement projects ensuring timely resolution and implementation.
* Establish strong working relationships with Vendors and other Divisional, Infrastructure and Security support teams to collaborate and adhere with standards across the enterprise.
* Stays current with new and emerging technologies and recommends implementation to improve customer satisfaction, reduce cost and/or provide a competitive advantage.
* Develops/maintains support document for use by all levels of support personnel as well as end-user documentation.
* Maintains hardware/software inventory and ensures licensing compliance.
* Off hour on-call support.
Education/Experience
* Requires Bachelor’s degree and previous relevant work experience
* Minimum 5-6 years working in a team oriented IT environment on related technologies
* Minimum 2 year’s experience leading highly effective enterprise teams to deliver solutions
* Ability to influence, lead, motivate, provide performance management
* Desired current or previous certifications in MOS, MCTS or MCITS
* Project management experience insuring the correct priorities are assigned and initiatives are completed within resource constraints.
* Demonstrated ability to analyze, design, program, support and implement Microsoft applications and associated productivity application components
* Demonstrated administration experience with electronic software delivery tools, SCCM preferred
* Significant experience in desktop/laptop hardware standardization
* Demonstrated ability to design, build, test and implement imaging processes and standardize image builds across the enterprise.
* Experience with Microsoft Operating Systems (XP, Windows 7), Office application suites, antivirus, VPN technology, desktop virtualization, collaboration tools and patch management
* Experience designing enterprise solutions for both new deployments and ongoing operations
* Comprehensive knowledge of hardware and software technologies
* Experience with remote support and mobile devices
Additional Competencies/Skills
* ITIL Foundations certification
* Strong customer service skills
* Strong analytical and problem solving skills.
* Highly driven, self-motivated with the ability to collaborate effectively with multiple IT teams across product groups/divisions
* Demonstrated communication skills, verbal and written for multiple audiences
* Ability to think strategically and to balance short term needs with long term business priorities
* Project management skills
* Exceptional organizational skills with attention to details and deadlines.

ATK has the people, strategy, agility, and products to thrive in a highly dynamic national security and space environment. If you are a dynamic, successful, driven professional, ATK is the company that will further your experience and career growth. We offer a highly competitive salary, comprehensive benefits including, medical, dental, 401k, tuition reimbursement, and much more. As an Equal Opportunity Employer, we are committed to a diverse workforce.



Equal Opportunity Employer

M/F/V/D






Requirements:


ATK Category Information Technology
Desired Travel less than 25%
Expertise Information Technology
Education Bachelors
Job Type Full Time
Location MN-Minneapolis
Years of Experience 3-5 Years