Desktop Systems Specialist – Team Lead

JOB SUMMARY

The Desktop Systems Specialist Team Lead will act as the first point of contact for all Avid end user support requests. As a key member of the Avid Global Service Desk team the Desktop Systems Specialist Team Lead role will support hardware, software, applications, and mobile devices for both Windows and Mac users. Activities include installing, diagnosing, repairing, maintaining, and upgrading all computer hardware, software, and peripheral equipment to ensure optimal workstation performance. This role will be expected to troubleshoot end user issues in person and remotely, in a timely and accurate fashion, while adhering to established SLAs and all documented protocols and standard operating procedures. The Desktop Systems Specialist Team Lead will additionally oversee global Desktop Systems Specialists, spearhead the creation and implementation of new processes, contribute to managing initiatives and projects, and report directly to the Global Service Desk Site Manager.

All candidates must possess and cultivate a focus on providing the Avid end users with a superior customer service experience, maintain a high level of service satisfaction among team members and end users, and resolve both hardware and software problems quickly and correctly with accurate and informative communication.

RESPONSIBILITIES AND DUTIES

• Provide friendly, customer-focused support centered on communication and follow through to confirmed resolution of all support requests.

• Identify, analyze, and diagnose all support issues providing customers with an ETA for a resolution.

• Monitor the Service Desk ticket queues to ensure all support requests are addressed in a timely fashion and are assigned to the proper IT team in accordance with Avid PTG’s designated service level agreements and knowledgebase instructions.

• Ensure that all support requests received via chat, walk up, telephone, and email are properly entered into Avid PTG’s ITSM tool in accordance with documented SLA/OLA policies.

• Oversee proper tracking of all hardware and software assets within asset management tools and in accordance with Avid PTG asset management best practices.

• Ensure timely escalation of all unresolved support requests to tier 2 Service Desk technicians.

• Adhere to all troubleshooting guidelines and proper documentation of all troubleshooting steps must take place before escalation occurs.

• Coordinate with other departments and external vendor and service providers for procurement, support, and maintenance of desktop systems and related infrastructure.

• Lead desktop-related initiative and projects, from planning through implementation and evaluation, ensuring deadlines and objectives are met effectively.

• Take part in the creation, implementation, and maintenance of all Support Desk best practices, protocols, and knowledge base articles.

QUALIFICATIONS & SKILLS

• Associate or bachelor’s degree completed or in process.

• With 3 to 5 years’ experience in the same role.

• Preference for certifications in A+, MCDST, MCSE.

• Experience with desktop/laptop running Windows 7, Windows 10, and OSX.

• Understanding with ITSM ITIL based ticketing system (ie., Service Now).

• Computer imaging experience.

• Knowledge of common Microsoft Office 365 applications.

• Experienced documentation skills.

• Understanding of Active Directory & basic Active Directory administration.

• Strong troubleshooting and problem-solving skills.

• Demonstrated strong customers service, interpersonal and communication (written and verbal) skills.

• Demonstrated leadership abilities, with a track record of effectively managing a team and fostering a collaborative and productive work environment.

• Effective time management with the ability to follow through and bring projects and tickets to a close accurately.

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

ABOUT AVID

Avid makes technology and collaborative tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts.

At Team Avid, we are committed to building a global organization that promotes and celebrates diversity and inclusion—drives innovation in a fun and highly-collaborative culture. We pride ourselves on our core values: We are empowered, trusted, inclusive and passionate.
Come join us supporting the next phase of our strategic growth and transformation, including our rapidly expanding subscription software business.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!