Lead Desktop Support Specialist (m, f, d)

PURPOSE AND SCOPE:

Assists end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities. Documents, tracks and monitors the problem to facilitate a timely resolution.

VIP FOCUS:

• Provide support for Very Important Persons (VIPs) - Board Members, Senior Executives.
• Able to be on -call for after-hours VIP Support
• Act as a personal VIP support agent by building and maintaining strong relationships with VIP customers via various forms of contact
• Work with other VIP Support Agents group members to build a shared VIP persona & experience globally
• Provide VIPs customers with industry-leading customer service
• Monitor VIP customer behaviors and interests and ensure that customer expectations are met
• Engage with VIPs players and at times other players including the chat room on site
• Assist in the execution of VIP Events using Microsoft Teams, Microsoft Teams Live or other presentation solutions
• Troubleshoot  local issues, escalate issues as needed, maintaining ownership of the issue on behalf of the VIP
• Excellent written and verbal communication skills as well as physical presentation  with a particular focus on clearly articulating IT incidents and
  solutions so that both end users and technical support staff understand what is being communicated.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Identifies, researches and recommends desktop hardware and software for management review prior to making the products available.
• Creates and maintains Fresenius Medical Care standard desktop/laptop images.
• Manages new facility network and computer equipment installation.
• Provides third-level desktop and peripherals (printers, scanners, mobile devices, etc.) support to support staff.
• Develops and maintains desktop support procedures. Create and maintain standard desktop build procedures by installing applications and maintaining the same procedures.
• Standardize software and utilities installed on laptops and desktops and ensure consistent security settings on all computers.
• Set up and configure hardware and software for employee use.
• Diagnose and resolve operating system, application, and connectivity problems for email and network services.
• Answer questions and provide technical assistance for clients in person, via email, telephone, or remote assistance.  Keep current with web browsers, operating system updates and company applications.  Work on cross-functional IT projects.
• Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
• May escalate difficult/complex issues to supervisor for resolution, as deemed necessary.
• Assist with various projects as assigned by direct supervisor.
• Other duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Overtime may be require including nights, weekends and holidays.

May lift or carry objects and materials weighing up to 50 pounds.

SUPERVISION: None

EDUCATION:
High School Diploma required; Associate’s Degree desirable; and Bachelor’s Degree strongly preferred

EXPERIENCE AND REQUIRED SKILLS:

• Professional Lead experience required,
• Technical certificate in computer electronics a plus Exceptional personal and organizational skills required
• Must have proven knowledge of technology concepts, practices and procedures.
• Must have strong problem-solving and analytical skills.
• Ability to work independently with limited supervision.
• Strong presentation skills and the ability to articulate technology concepts in a clear manner.
• Ability to write professional business reports and presentations with correct grammar and punctuation that clearly and concisely communicates information.
• Scripting knowledge desired.

This is an onsite position requiring German/English proficiency