Network & Desktop Support Lead I

About the role

Provide second level support of user workstations, including installing and troubleshooting software and hardware problems. Handles problems that the Service Desk support team is unable to resolve. Provide first level support of office network systems such as WAN optimization appliances, server, switches and unified communications solution. Recommend system modifications to reduce user problems. Works on approved projects for the Infrastructure group. Acts in a leadership role, assists and mentors all support team members to ensure a high quality of service delivery to the organization.

Responsibilities

• Lead desktop support team, in planning, coordinating and management of daily tasks.
• Absorb and mentor all support team members to ensure a high quality of service delivery to the organization.
• Act as team Project Manager, ensuring desktop support personnel are aligned with desktop support project initiatives.
• Lead teams in diagnosis of hardware and software problems in a timely and accurate manner.
• Follows best practices for asset management working closely with the compliance department.
• Maintain and monitor teams progress to meet task and project assignments.
• Collaborate with other teams to assess impact of application changes in the infrastructure environment.
• Create and maintain documentation that supports day to day desktop support operations.
• Follow safety rules, guidelines and standards for all projects. Report any safety issues or concerns to management.
• Be responsible for maintaining quality standards on all projects.
• Research and resolve 2nd Level Support work orders for software, server hardware, end user computing and desktop-based LAN systems.
• Identify problems and perform root cause analysis with other teams when necessary to prevent further occurrences.
• Independently configure and load software for user’s desktop and laptops.
• Participate in the testing and evaluation of new desktop packages.
• Install and roll out new software packages, upgrades and desktop hardware.
• Provide feedback to systems administration and system architect group to proactively address problems with deployments to ensure software distributions do not impact organization productivity.
• Maintain customer’s desktop software and hardware and supports a mobile workforce.
• Troubleshoot connectivity and functionality of remote access functionality.
• Open and/or close work orders utilizing Help Desk application on each call received.
• Proactively monitor networks to provide stable dependable network services.
• Proactively troubleshoot connectivity and configure local area networks.
• Ensure adherence to desktop security procedures.
• Adhere to change control process.
• Perform as a primary resource for planned outages each period.
• Document and maintain enterprise system documentation as it pertains to operational checklists and system performance.
• Undertake unique projects for the Office environment without supervision as requested.
• Attend mandatory training and meetings.
• Maintain an accurate record of hours spent on Work Orders and projects.
• Mentor junior members of the IT Service Desk and Network & Desktop support groups.

Qualifications

• Associate’s degree in Information Systems and 8 years’ experience.
• Or, in lieu of a degree, a minimum of 10 years’ experience.
• 8-10 years’ experience as a Desktop and Network Analyst or Administrator experience with Windows Server environments, Windows Professional workstation environments, Active Directory environments and LAN/WAN networking environments.
• ServiceNow experience a plus.
• 5 years’ experience in senior level role preferred.
• Bachelor’s degree in Information Systems or related field preferred.
• Experience with Microsoft Office Suite of products, e.g., Word, Excel, PowerPoint etc.) Windows Server operating systems.
• Experience in LAN/ WAN networking environments.

About Us

Terracon is a 100 percent employee-owned multidiscipline consulting firm comprised of more than 8,000 curious minds focused on solving engineering and technical challenges from more than 200 locations nationwide. Since 1965, Terracon has evolved into a successful multi-discipline firm specializing in environmental, facilities, geotechnical, and materials services. Terracon’s growth is due to our talented employee-owners exceeding expectations in client service and growing their careers with new and exciting opportunities in the marketplace. Terracon was recognized as the #1 firm in Asbestos and Lead Abatement.

Terracon’s vision of “Together, we are best at people” is demonstrated through our excellent compensation and benefits package. Based on eligibility, role and job status, we offer many programs including medical, dental, vision, life insurance, 401(k) plan, paid time off and holidays, education reimbursement, and various bonus programs.