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Desktop Support Manager

Desktop Analyst/Supervisor
Healthcare Industry -- Round Lake, IL
6-Month Contract-to-Hire

Fortune 500 Global Healthcare client
Must have 2+ years of lead/supervisor experience!

Position Overview
o Point of contact for end users to receive help within our desktop environment.

o Provide support by analyzing requirements, resolving problems, installing hardware and software, and supporting the internal IT helpdesk.

o Respond to user calls/work with other team members to troubleshoot problems and take necessary course of action for resolution.

o Supervisor 2-3 Team Members.

Key Responsibilities
o Support the Windows Desktop environment at the Round Lake Drug Delivery and Penicillin facilities.

o Proactively monitor call queues, properly triaging of tickets and the ability to prioritize daily activities.

o Provide routine support on hardware and software problems.

o Provide technical support to end users at the local site, as well as, other sites as the team grows.

o Install, test, and maintain software and hardware components.

o Collaborate with other teams within global IT, when required.

o Work with vendors, when required.

o Provide support to A/V, VMware, Citrix, printers, and other site technologies, as needed.

o Document processes and procedures for desktop support, when required.

o Monitor a variety of system used within the desktop support organization.

o Assist in various projects within the global IT organization.

o Provide 24 hour on call support, as required.

o Perform direct supervision of some team members including mentoring, technical issues, performance management.

Experience & Attributes
o Required:
Windows (all end user flavors), McAfee, Citrix, VMware, Veeam, LANDesk.

o Supervisory experience.

o Bachelor's degree in computer related field or 3+ years of relevant technical experience.

Demonstrated Abilities
o Knowledge of hardware, internals, peripherals, and software on platforms supported.

o Work effectively in a team environment.

o Work independently, under general supervision.

o Follow established processes.

o Apply problem solving techniques.

o Outstanding customer facing and communications skills.

o Excellent judgment and customer interaction.

o Manage 2-3 direct reports.

Preferred/Not Required
o Technical certifications.

o Apple technology support (iPad and Mobile Device Management).

o Familiarity with validated or quality systems.

o Experience in the healthcare field or similar.


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