Roles and Responsibilities:

• Responsible for all aspects of installation, repair, maintenance, and troubleshooting of all IT desktop hardware;
• Oversees build and imaging process, as well as development and future innovation, including staying aware of current trends to make recommendations on improvements for processes and physical devices;
• Manages and maintains documentation of procedures, processes, and reports related to asset and configuration management;
• Provides support to all other departments with any IT desktop hardware requests and maintenance-related issues;
• Manages resource scheduling and back-up support;
• Contributes to training and development of the Desktop Support team;
• Assesses, recommends and purchases new and replacement IT desktop hardware;
• Manages inventory and lifecycle of hardware assets (including dependencies) to ensure that modifications, withdrawals, and additions are correctly recorded by the team;
• Oversees and manages short and long-range departmental objectives, policies and operating procedures;
• Provides support to planning initiatives through analysis, reports and recommendations;
• Asset management of equipment from receiving to retirement;
• Oversees and manages scheduled, periodic and ad hoc desktop hardware projects;
• Manages incoming request & incident tickets in ServiceNow;
• Monitors the ticketing system for calls relating to printers, scanners, inventory and peripheral requests. Acknowledges and assigns tickets as appropriate;
• Follows up with customers regarding open issues and ensures delivery of stellar client service;
• Resolves tickets in a timely manner, managing stale tickets and escalations;
• Creates, implements and meets service level agreements (SLAs);
• Manages equipment inventory and maintenance; and
• Performs other duties, as assigned.