The Desktop Support Lead is responsible for providing Tier II desktop support service, serving as an expert in troubleshooting complex issues, and and providing technical development and guidance for the Desktop Support Team. The Desktop Support Lead is also responsible for assisting the Desktop Support Manager in the day-to-day operations of the Desktop Support Team, focusing on incident management, request fulfillment, provisioning, maintenance, and break/fix management. Ensuring an effective and efficient IT support level is provided within the desktop support environment for resolving IT-related issues or problems. This position will confirm all SOPs for the Desktop Support Team are followed, and our customers are receiving resolutions to their issues in a timely fashion. * Provide Tier II client support for hardware, software, and network services. * Resolve Tier II escalation tickets by troubleshooting IT hardware and software issues, including laptops, desktops, tablets, mobile devices, printers, and VPN issues. * Assist in the architecture, implementation, and maintenance of the organization's desktop environments, including installation, upgrades, high-level troubleshooting, and Windows and Mac OS software deployment. * Provide Tier II support for system images, virtual environments, and Mac OS Management. * Serve as an expert in troubleshooting, diagnosing, and resolving complex end-user device incidents and problems through desktop support services and remote support, where appropriate. * Perform secure baseline image creation and tailoring of Windows operating system images to form a core baseline. * Support application packaging, deployments, documentation, and release control in an enterprise environment. * Oversee hardware and software deployment projects assigned to the Desktop Support team. * Responsible for classroom and lab maintenance ensuring all computers are updated before the start of the semester. * Provide technical guidance and collaborate with Tier 3 to streamline services and support. * Serve as the escalation person for complex issues for the desktop support team * Document detailed notes in the ticketing system and provide accurate and timely customer updates. * Serve as a senior technician of the desktop support team setting the bar high in performance, customer satisfaction, and improving processes. * Assist in training and mentoring staff to improve performance, increase customer satisfaction, and drive efficiencies. * Partner with leadership to create a friendly, productive environment that promotes success. * Monitor desktop queues ensuring SLAs are met, and best ticket practices demonstrate quality practices. Mentor staff who do not meet requirements. * Respond to customer escalations in person and/or via email in a timely manner. * Determine root causes and create corrective action plans. * Create standard operating procedures (SOPs) and update existing SOPs for specialized technical support. * Ability to multi-task projects and daily operations while providing regular status updates to management. * Serve as backup to the Desktop Support Manager. * Other duties as assigned. Minimum Qualifications Education Bachelor's degree required in Computer Technology, Computer Science, or IT related field. HDI, MCSE, MCP, A+, ITIL v4 certificate, Security+ or Network+ certification preferred. Experience A minimum of three (3) years of Tier II support experience in a networked environment is required. Knowledge Skills and Abilities * Must have a solid understanding of the hardware, software, and network infrastructure that they will be supporting. This includes knowledge of operating systems, hardware components, applications, and network protocols. * Must have excellent technical knowledge of computer systems, software applications, and hardware peripherals. This includes troubleshooting, diagnosing, and resolving technical issues. * Must be able to adapt to changing technologies and be willing to continuously learn and improve their skills to keep pace with the latest technology trends. * Must possess excellent documentation skills, must be able to accurately record and track technical issues, resolutions, and any other pertinent information. * Strong technical foundation, excellent problem-solving skills, and a customer-focused mindset. * Experienced troubleshooter (hardware, software, and complex systems). * Strong knowledge of Windows Operating System, MacOS, iOS * Strong knowledge of Office 365, Teams, Zoom, VPN, etc. * Strong knowledge of VMware. * Work independently and within the framework of a team with minimum assistance. * Must understand the art of always providing customer service. * Ability to analyze complex issues. Conditions of Employment A Non-Union position. BSU offers a generous benefits package, which includes 22 vacation days, 13 holidays, 15 sick days; comprehensive health insurance and retirement options; and tuition remission for employees and their dependents at any of the University System of Maryland schools. Other Please be advised, COVID-19 vaccinations are encouraged but not required for faculty and staff to be employed at Bowie State University. This protocol is subject to change. Some Remote hours allowed.