IT Desktop Support Lead - Full-time / Part-time

With annual sales in excess of $4B, Rexel USA is a market leader providing innovative and sustainable electrical supplies and energy solutions. Our strategy is simple - by helping our customers thrive, we thrive. We recognize that the energy industry is changing and Rexel's business is changing with it. That's why we re looking for someone like you - a fresh thinking, innovator, and ground-breaker.

We are seeking an IT Desktop Support Lead for our US Corporate team in Dallas, TX:

Essential Responsibilities

• The IT Desktop Support Specialist position is responsible for day-to-day operations of the Service Desk, support of end user computer needs and break/fix services. Lead and monitor service desk queue and handle tickets to ensure issues are addressed in a timely manner, meeting established metrics and SLAs. This Analyst position will help escalate and contribute to problem resolution by giving hands-on support. Expectations also include looking for opportunities to reduce ticket counts by automation, refinement of SOPs and creation of self-help tools. This position is also expected to mentor and coach contractors and junior level employees. It also requires providing\"white glove\"service for executives within the corporate headquarter facilities.Occasional after-hours support to executives and outages, if necessary.
• Lead and influence the quality delivery of customer contact services. Directly impact customers'experience and provide excellent measurable value and service.
• Identify opportunities and bridge gaps within the team and help desk services.
• Coach and set examples to team members. Train staff on operational procedures, troubleshooting techniques and ensure quality of service.
• Execute and follow Help Desk procedures and SOPs, analyze tickets to identify and document problem areas for better resolution time.
• Provide input for continuous improvement within L2 including tools, knowledge base, call handling, customer service and scopes to department manager.
• Act as go-to person when team members require special assistance with technical issue and determining when to escalate to another IT team.
• Facilitate all requests and efforts from users and streamline a process to prompt resolution and provide status updates.
• Ability to monitor, resolve and update open tickets within the Service Desk System.
• Responsible for the implementation/configuration/testing/deployment of desktop hardware/peripherals and software; which may include building desktop/laptop image and layer additional applications as requested.
• Responsible for assisting with audio conference calls and video sessions as required by the executive team.
• Addresses clients concerns regarding computer standards/procedures and suggest ways to make things more efficient.
• Coordinates activities with help desk, network services, or other information systems groups resolving Desktop related help desk tickets.
• Assist with asset management duties as required by the asset management team.
• Provide input and assist in testing and selection of future technologies and devices (meet business needs)
• Responsible for meeting or exceeding service level agreements.
• Other duties and special projects as assigned. Assists with software and vendor contract reviews
• Responsible for timely implementation of technology projects.
• Assist with IT cost control and actively look for opportunities to control spend.
• Performs other duties assigned.

Required Qualifications

• Requires 5 years of related work experience and 5 years of technical education or training, or 8 years of combined education and work experience.
• Solid experience in servicing desktop, laptop, phone, mobile device hardware and break/fix. Microsoft Office 365 experience is a plus.
• Strong customer service abilities, analytical, interpersonal skills required. Must have initiative and able to work with minimal supervision.
• Must be service oriented and have strong team leadership skills.
• Excellent communication skills.
• Executive and professional facing presence.
• Ability to lift and move computers and phone equipment.

DISCLAIMER:The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

\"Rexel USA (A VEVRAA Federal Contractor), and its affiliated companies, is an EEO/Disabled/Veterans employer. All qualified candidates will receive consideration for employment without regard to any characteristics protected by law.\"

Required Qualifications

• Requires 5 years of related work experience and 5 years of technical education or training, or 8 years of combined education and work experience.
• Solid experience in servicing desktop, laptop, phone, mobile device hardware and break/fix. Microsoft Office 365 experience is a plus.
• Strong customer service abilities, analytical, interpersonal skills required. Must have initiative and able to work with minimal supervision.
• Must be service oriented and have strong team leadership skills.
• Excellent communication skills.
• Executive and professional facing presence.
• Ability to lift and move computers and phone equipment.

Associated topics: assistance, client, desktop, help, information technology, patient, pc, support analyst, systems administrator, technician iii