The PC Experience Supervisor is responsible for using our most advanced monitoring and diagnostic tools to identify, research, and resolve complex technical problems related to desktop and laptop Windows-based PCs. This role is a complement to our reactive support staff by taking leadership of our centralized control center which proactively collects data on user experience (reliability, performance, usage, etc.) and allows deep dives into incidents for further analysis.
To help mature our new control center, this role must create and manage escalation procedures, establish and maintain service levels, and help build team structure including both direct report(s) and the workflow with engineers, support staff, trainers, and customers.
This role is expected to be capable of expert “tactical” -like diagnosis and resolution support for our many Tier 1 and 2 team members and to work closely with our engineering team (who design and build PC and mobile platforms) to document, track, and address problems to ensure optimal PC performance.
Ensure the highest level of system access for applications as well as desktop stability. Utilize monitoring tools to benchmark pc uptime and system performance prior to customers reporting issues. Triage issues and work closely with level 1 and 2 teams to identify issues and trends – prior to them impacting customers at a workstation level.
Work with other IT supervisors and management staff on project oriented work along with critical or emergent issues as required.
Work towards continuous process improvement and strategic planning of maintaining and developing standards for supporting our pc’s.
Act as a primary point of contact for escalation from a Desktop Support level in times of major system outages, supplier recall issues, and conflict resolution with customers.
Monitor and identify any trends or irregular activities on jobs logged with the desktop support team that could relate to potential IT issues and escalate them to IS management as required.
Troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate manner, and provide customer assistance when required.
Provide Tier III incident and problem management support to Service Desk by providing prompt response to trouble tickets. Work with appropriate engineers, support personnel, and vendors to resolve issues quickly.
Develop performance, licensing, and audit reports to proactively identify problems, assist with capacity planning, and ensure compliance.
Install, maintain, and support workstations platforms including Windows 10 Operating System and Microsoft System Center.
Perform system administration procedures, adhering to Winston and IS network and security policies, procedures and standards.
Provide weekend and after hours support as required by the position.
Must be specifically listed on resume in order to be considered for this position.
Minimum of an Associate’s Degree required.
Five plus years of experience providing technical support or desktop administration required.
Professional certification (i.e. MCP, SCCM, A+) required (must be listed on resume).
Prior experience managing a desktop environment (security patches, application updates, reporting, etc.
Top-notch analytical skills; methodical and detail-oriented planner and problem-solver; ability to eliminate variables, prioritize requirements, identify root causes and present objective, organized information to customers, internal, and external partners.
Strong technical knowledge across a variety of systems, including Windows 10, Office 2016, Email client support, Skype, Office 365, iManage, and VPN clients.
Ability to provide a high level of customer service, problem resolution, and support for customers.
Excellent interpersonal, verbal, and written communication skills with ability to handle customer concerns over telephone or through personal contact.
Ability to handle a wide variety of customer service situations with exceptional abilities to multi-task.
Experience documenting operational processes and standard operating procedures within a technology environment.
Ability and willingness to work outside of standard business hours.
Experience generating/gathering operational metrics within a technology environment.
Prior experience with scripting in PowerShell.
Ability to manage large workloads, while producing quality work in a fast pace environment with interruptions and deadlines.
Clearance of firm standard background check required.
We value diversity in our workplace. EOE/Minorities/Females/Vets/Disabled