Lead Desktop Technician

Job Description

The Lead Desktop Support Technician serves as the lead technical specialist for one or more services offered by the OSUWMC IT Department. Consulting / advising equipment recommendations to customers. Train, advise and review the work of IT Field Services. Work with other OSUWMC teams to anticipate, troubleshoot and resolve the most complex imaging and device management incidents and requests, as well as to document and implement imaging and device management best practices. Provides outstanding customer service and advanced technical assistance to customers and other support specialists, for solving software, hardware, and network issues across a wide range of Windows and Mac OS platforms. Support customers both on-site and remotely in a professional, client-focused manner, both in a team setting and independently.

Critical tasks performed by this area also include communicating (excellent verbal/written communication skills), tracking, and reporting imaging and device management outages. Responsible for receiving, resolving, escalating, and monitoring the most complex customer issues/requests. Responsible for leading less experienced staff in the provision of immediate assistance and issue resolution.

Acts as a team leader for complex projects, assignments and issues associated with the Field Services functions. May serve as on-call escalation point. Position may be required to travel to other Ohio State campuses for training and knowledge transfer sessions.

Minimum Qualifications

Bachelors degree or equal combination of education and experience, and 4 years of desktop support asset management experience. Experience with image management and computer deployment. Experience with and exposure to a wide variety of commercial and educational productivity applications. Experience with device management tools such as Workspace One, Microsoft Endpoint Manager, SCCM, etc. Experience supporting desktop computers running Windows and MacOS in an enterprise environment.

Our Comprehensive Employee Benefits Include:

• An array of retirement plan options, each with a generous employer contribution.
• Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.
• Paid vacation and sick leave, including short and long-term disability and paid parental leave.
• Get the most out of the Public Service Loan Forgiveness program.
• And much more!