Job Description

Billerica Company is looking for a Lead Desktop Support Technician

American Science and Engineering, an OSI Systems Company is seeking a Lead Desktop Support Technician based out of Billerica, MA.
We are proud to be a trusted provider of advanced X-ray technologies for ports, borders, military, high-threat facilities and critical infrastructure all over the world.  Be a part of our mission to provide our customers with best-in-class cargo and vehicle screening systems and services so they can combat terrorism, trade fraud, drug and weapon smuggling, and illegal immigration.

RESPONSIBILITIES and GOALS:
The Lead Desktop Support Technician will lead the Desktop Support team and provides technical end-user support to desktop systems, workstation setup and configuration, and routine tasks such as software/hardware upgrades. Resolves reported desktop problems related to hardware, operating systems and configuration issues through troubleshooting and research.
    Lead and train Desktop Support staff to ensure adherence to policies and procedures, notifying manager of issues as needed.
    Prioritize department workload in order to ensure tickets are closed timely.
    Configure, maintain and provide Desktop support to all users to ensure they have the ability to work at all times
    Provide support for all applications running on desktops and all hardware associated with the applications.
    Help develop IT solutions to meet the busienss objective.
    Monitor trouble tickets system and respond to all trouble reports within establised goals
    Imaging, data wiping, asset control and detailed ticket documentation - This is a high volume ticket environment, with strict Service Level Agreements in place.
    New hire deployments.
    PC refresh deployment
    Uphold the company's core values of Integrity, Innovation, Accountability, and Teamwork
    Demonstrate behavior consistent with the company's Code of Ethics and Conduct
    It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem
    Duties may be modified or assigned at any time to meet the needs of the business.

REQUIREMENTS:
    BS degree in Computer Science or technology preferred.
    10+ years of IT support experience, 3+years as a team lead
    MCP, MCSA or MCSE desired.
    ITIL foundations desired.
    Must be able to lead a team environment and collaborate - Excellent interpersonal skills required. Must be the technical expert for the team.
    Competent Windows 10 and 11, Microsoft Office Suite, and Azure Active Directory troubleshooting skills.
    Must have attention to details, time management skills, be organized, and the ability to multi-task under pressure.
    Experience in writing technical instructions for end users.
    Excellent written and oral communication skills.
    Highly motivated, with a positive, can-do attitude.
    Excellent customer interaction skills are required.
    Ability to be a self-starter and finisher, capable of working with minimum supervision.
    Ability to train other employees.

Pay Rate $38 and up depending on experience