Dole Packaged Foods

  • Technical Support Lead

    Job Location US-CA-Westlake Village
    ID
    2018-1513
    Category
    Information Technology
    Type
    Regular Full-Time
  • Overview

    Dole Packaged Foods North America has a need for a Technical Support Lead.  This position will work closely with the Service Desk Associates and the Service Desk Lead in an effort to continually improve services supporting the company’s user community.  This position will be the technical expert for all aspects of endpoint deployment and support and will foster an attitude of optimism and a “can do” approach to addressing the needs of the users.  Additionally, The Technical Support Lead will interface and work with other areas in IT as well including Infrastructure, Networks and IT Security. 

    Responsibilities

    • Help to architect and support all end user hardware and software for end point management. (e.g. Windows desktops, laptops, and tablets, mobile devices, etc.).
    • Manage the workstation images and help to automate whenever possible.
    • Manage System Center Configuration Manager (SCCM), Microsoft BitLocker Administration and Monitoring (MBAM), Microsoft Desktop Optimization Pack (MDOP) and Microsoft Group Policy Management to effectively manage the desktop environment.
    • Patch operating systems, software, and firmware effectively.
    • Handle and resolve escalated tickets that are involved or highly technical in nature.
    • Act as back up when Service Desk Supervisor is out of the office.
    • Spearhead the research, design, implementation and ongoing maintenance of desktop hardware, software and all end user technologies.
    • Meet with key business stakeholders to understand challenges and solve them.
    • Support the following business functions:
      • Mobility – oversee procurement process, deployment, support for all mobile devices
      • Prepare standard statistical reports on Service Desk SLA performance.
      • Oversee account provisioning in Active Directory as well as ensure proper access to the Fileshare based on group membership.
      • Activate/enable/support Office 365 access as needed.
      • Lead procurement of hardware/software as needed for business users.
      • Maintain knowledge base in Service Now.
    • Other duties as assigned.

    Qualifications

    KNOWLEDGE AND SKILL REQUIREMENTS:

    • 2+ years in a Desktop Support Team Lead, Technical Support Lead, Service Desk Manager or other Technical Management capacity with continued in-depth, hands-on technical experience.
    • Strong technical proficiency in MS Windows 10, Office Suite, MBAM, MDOP and SCCM.
    • Automation skills including Powershell a plus.
    • Proven ability to prioritize work and help remove roadblocks for team success preferred.
    • Proven ability to drive and motivate teams to follow best practices/guidelines preferred.
    • A strong customer service orientation with demonstrated experience in meeting and managing customer/client expectations.
    • A strong sense of urgency when it comes to customer support resolution.
    • Excellent communication skills and ability to communicate technical concepts/issues to technical and non-technical staff.
    • Strong critical thinking skills with the ability to understand, analyze and creatively solve problems.
    • Demonstrated experience identifying gaps and providing innovative solutions to improve end user support and customer satisfaction.
    • A customer centric and supportive attitude that interacts well with all staff, communicates well and prioritizes support to end users.
    • A proven track record of operating using ITIL Process Frameworks.
    • Strong background in computers, software and desktop systems.
    • MS Office, basic networking, Active directory user and groups administration, PC imaging, basic VOIP telephony, AV integration

    KEY COMPETENCIES REQUIRED:

    • Exceptional technical skills in the areas of Windows 10 / Windows Desktop Operating Systems, SCCM, MBAM, MDOP, iPhone, networking and infrastructure.
    • Solid customer service skills including communications with Sr. Management.
    • Ability to communicate technical issues to all staff levels.
    • Able to work independently with minimal to no supervision.
    • Drive to learn new skills and techniques and be a multi-faceted technical expert.

    EDUCATIONAL REQUIREMENTS: 

    • Bachelor’s degree in computer science or related field is preferred.
    • Additional technical training and/or certifications are preferred.

    PHYSICAL REQUIREMENTS:

    • Ability to sit and use a computer for extended periods of time; ability to answer phones and utilize a variety of office equipment. Ability to lift a minimum of 50 lbs. and reach overhead.

    TRAVEL REQUIREMENTS:

    • Limited travel may be required.

     

    All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.

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