Desktop Support Team Lead

Northwest FCU
Herndon, VA
May 15, 2017
May 22, 2017
Accountant, IT
Full Time
Requisition Number 17-0055 Post Date 4/12/2017 Title Desktop Support Team Lead City Herndon State VA Description The Desktop Support Team Lead is a full-time position and operates as a member of the Desktop Support Team within the IT Infrastructure group. The position's role is to achieve a continual service improvement model of the physical and virtual desktop computing environments deployed across the enterprise. This is accomplished by participating in the design, installation, administration, and optimization of desktop hardware and software to achieve high performance of the various business applications as necessary. This includes ensuring the availability of client/server applications, configuring all new implementations, and developing processes and procedures for ongoing management of the desktop computing environment. Where applicable, the Desktop Support Team Lead will assist in overseeing the physical security, integrity, and safety of desktop services infrastructure.DUTIES AND RESPONSIBILITIES:- Deliver outstanding service that delivers on our Service Promises- Meet or exceed the service goals for the position- Knowledge of the Credit Union's products and services- Complete BVS classes as assigned- Maintain department policy and procedure documentation accordingly- Remains cognizant of and adheres to NWFCU policies and procedures, and regulations pertaining to the Bank Secrecy Act (BSA)Strategy & Planning:* Design and implement long-term strategic goals and short-term tactical plans for managing and maintaining corporate workstations and software* Ensure that proposed and existing desktop architectures are aligned with organizational goals and objectives* Collaborate with executive management and department leaders to assess near- and long-term desktop services needs* Coordinate and collaborate with network administration, systems administration, business application administration, IT Help Desk and Information Security groups to ensure availability, reliability, and scalability of corporate desktop services to meet business demands* Support remote and local workstations across the enterpriseAcquisition & Deployment* Design and deploy new desktop services and enhancements to existing hardware, software, and operating systems* Conduct research on workstation hardware, software, and protocols in support of procurement and development efforts* Perform cost-benefit and return on investment analyses for proposed changes to the desktop computing environment to aid management in making implementation decisions* Interact and negotiate with vendors, outsourcers, and contractors to secure desktop products and services.* Deploy and configure workstation devices, peripherals (printers, scanners), network multi-function print devices, and unified communication devices related to the desktop services environmentOperational Management:* Gauge the effectiveness and efficiency of existing desktop infrastructure; develop and implement strategies for improving or further leveraging these services* Propose and create system design models, specifications, diagrams, and charts to provide direction to system programmer and development teams* Manage workstations, applications and services including e-mail, print, and their associated operating systems and software* Manage enterprise directory services and supporting workstation infrastructure* Administer and maintain end user accounts, permissions, and access rights* Perform file system configuration and management* Perform upgrades of existing client server based business applications as required* Coordinate and perform in-depth tests, including end-user reviews, for modified and new desktop services* Design and perform workstation, software and security audits, and recovery processes in accordance with the company's disaster recovery and business continuity strategies* Check help desk database for entries on workstation issues; prioritize and respond to help desk tickets as appropriate* Serve as cornerstone for escalating workstation issues; provide timely response to customer escalations.* Mentor junior desktop support administratorsSUPERVISORY RESPONSIBILITIES:* Develop goals and objectives for Desktop Support Administrators within the team via periodic coaching sessions, supervise the team members and provide regular feedback on successes and recommendations to become more successful* Conduct annual performance reviews and Talent Development Plans for Desktop Support Administrators within the team* Provide guidance, training and mentoring for new desktop support administration staff* Administer time management of team including reviews and approval of time sheets, processing of PTO requests, and ensuring appropriate coverage for network support Requirements EDUCATION and EXPERIENCE:High School Diploma or equivalent, previous financial and service experience preferredExcellent verbal, organizational, and problem-solving skills neededFour year college diploma or university degree in the field of computer science or comparable experienceMinimum 5 years' experience in the Information Systems fieldCompTIA A+ CertificationCertification as a Microsoft Certified Solutions Associate - Windows 10 (MCSA)Certification as a VMware Certified Associate - Desktop & Mobility (VCA-WM), VCP7-DTM PreferredSKILLS:* Proven experience in overseeing the design, development, and implementation of desktop hardware, operating systems, applications, and related products* Proven experience with workstation planning, security principles, and general software management best practices* Proven experience with all aspects of Windows 7 and Windows 10 operating systems administration* Proficient in VMware desktop virtualization (VDI) technologies* Knowledge of Windows Server 2008, Widows Server 2012 and Microsoft Active Directory* Knowledge of standard IT Security practices* Excellent workstation and software troubleshooting experience* Knowledge and understanding of network components in an enterprise environment* Excellent understanding of the organization's goals and objectives* Knowledge of applicable data privacy practices and laws* Good project management skills* Excellent written, oral, and interpersonal communication skills* Proven analytical and problem-solving abilities* Effectively prioritize tasks in a high-pressure environment* Strong member service orientation* Experience working in a team-oriented, collaborative environmentWORK ENVIRONMENT:While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate. The employee will be exposed to tense/stressful situations involving system failures or challenges. The employee is required to be on call on a rotating basis, perform some duties after hours as well provide remote system support. Apply Online Send This Job to a Friend Careers Browse Open Jobs Search Open Jobs Edit Your Profile View Submitted Applications PRIVACY & INTERNET POLICY | FRAUD CENTER | CAREERS (C) 2014 Northwest Federal Credit Union. Federally Insured by NCUA CALL CENTER703-709-8901 (1-866-709-8901) * 703-709-8919 (TTY)M-F: 7 AM - 7 PM Sat: 8 AM - 1 PMAFTER HOURS LOST OR STOLEN CARDS703-709-8901 (1-866-709-8901) ABA ROUTING NUMBER256075025#mcafeediv {POSITION: relative; TOP: -47px; LEFT: 133px}#hudlogo {POSITION: relative; TOP: 0px}

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