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Desktop Support Site Lead

• Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress
• Good understanding of OS; Windows XP/ Windows 7/10 issues
• Experience performing installations, moves, software and hardware adds and changes to end user’s IT equipment
• Experience with end user support using remote support tools
• Ability to update device bios or drivers
• Ability to effectively research issues encountered and effectively resolve
• Ability to interact with resolver groups to diagnose and resolve problems when possible.
• Ability to document process and procedures for self-help and for informational troubleshooting for other resolver groups
• Ability to support end user mobile smart devices i.e.: Apple iPad, Apple iPhones, Tablets
• Works under the guidance of Desktop Support Manager

Leadership Qualities:

• Ability to lead a team of technicians across multiple locations

• Maintain excellent communication with peers, team members, and IT Management
• Ability to interface well with local operations personnel outside of IT
• Has experience coaching and cultivating skillset growth within a team setting
• Provides reporting and updates on team status and progress to IT Management

Technical Knowledge:

• Windows XP, Windows 7, Windows 8, Windows 10
• Office 2007, 2010, Office 365
• Networking – TCP/IP, Remote Connectivity VPN
• Advanced hardware troubleshooting skills

Skill/Ability Knowledge:

• Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues. Must be a proficient user of personal computer tools for word processing, decision support and communication. Must be skilled in problem solving techniques and repair.
• Experience utilizing remote support tools for end user support; diagnostic and repair
• Ability to troubleshoot, configure end user mobile devices i.e.: Smart Devices, iPad, iPhone, Tablets
• Knowledge in the following areas - Networking, VPN, Wireless. Customer Service, Ticketing system applications.
• Interpersonal: Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and interviewing skills; service and team orientation.
• When necessary, possesses the ability to escalate issues to other teams, and then maintain continual communication with escalation team until issue is resolved to satisfaction. Once resolved, candidate will follow up with end user(s) to ensure they are aware of progress, and verify completion.
• Experience: Five years providing end user Desk side computer support.
• Experience or knowledge in two or more of the following areas: Desktop software (MS Excel, MS Word, MS PowerPoint, Communication protocols TCP/IP Desktop hardware (PCs, printers, device drivers), Microsoft Office 2007 /2010/ O365

This position is on-site and based in White Plains, NY. Travel between our White Plains, NY office and NYC office is required.

The base compensation range for this position is $82,000 - $105,000 commensurate with experience. Danone North America additionally offers a performance-based bonus and has a strong benefits package including Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Tuition Reimbursement, Flexible Time Off, and Paid Parental Bonding Leave, among other benefit plan options. To give our employees flexibility, Danone is a hybrid work environment with opportunities to work both remotely and in office when desired.