LEAD Desktop Support Technician - ADS

Responsibilities :

• Ensure end-to-end support for users, SLT team and their Administrative Assistance for PC or Mac hardware / software, , system management, various applications, mobile phone, tablets, printers, audio / video conferencing, conference room support, audit / inventory thru phone and direct contact.
• Interact with and manage team, when applicable, and ensure end to end accountability in all areas related to End User Support of SLT Members.
• Demonstrate high level customer satisfaction and maintain industry-leading support levels.
• Stay up to date on new technologies and trends; deploy new technology and services.
• Provide exceptional problem-solving in support, as well as assisting with firm-wide projects.
• Install, configure, and troubleshoot desktops, laptops and mobile devices.
• Provide support for leadership supporting various technologies and working in conjunction with internal support and engineering teams.
• Prioritize and manage the Executive support issues / requests and provide weekly reporting of support issues to management.
• Provide continuous communication with users on progress and completion of requests / issue resolution.
• Maintain documentation for all Helpdesk and end user processes and procedures.
• Perform new hire installations, replacements, upgrades, printer installs, and other hardware / software related tasks as needed including SLT level image management.
• Perform meeting setups and “take downs”.
• Act as a resource for projects and engineering teams / tasks.
• Follow up on key users' requests and performs a daily walkthrough / virtual if needed, for “high visibility areas / users”.

Key Skills :