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Desktop Support Team Lead

Company: MetroPlus Health Plan
Location: Hartford
Posted on: January 13, 2021

Job Description:

About NYC Health + Hospitals MetroPlus Health Plan provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlus' network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life. Position Overview Reporting to the Help Desk Manager the Desktop Support Team Lead is responsible for the supervision, technical development and guidance for the Desktop Support Team. The Desktop Support Team Lead is also responsible for the day-to-day operations of the desktop support team, ensuring an effective and efficient level of IT Support is provided within the desktop support environment for resolving IT related issues or problems. The Desktop Support Team Lead will oversee all hardware repair, replacements and asset management. The Desktop Support Team Lead will confirm all SOPs for the desktop team are followed and our customers are receiving resolutions to their issues in a timely fashion. Job Description * Expert knowledge and understanding of desktop engineering/architecture disciplines along with in depth Knowledge of Microsoft Operating Systems and core components such as file systems, registries, drivers and services. Windows 10 experience is Critical.* Strong knowledge of desktop imaging processes, tools and technologies related to software packaging and distribution (i.e. Altiris, SCCM, LANDesk - MSI, WIN Install, AppV)* Strong knowledge of relevant desktop technologies including Office 365, Active Directory, Disk Encryption, Antivirus, DLP.* Knowledge of mobile computing products and capabilities in assessment of future implementations. Minimum Qualifications * Experience working in a customer focused IT support environment which has included problem resolution.* Experience developing relationships with internal and external customers.* Experience working within a team environment.* Experience diagnosing and resolving IT related issues.* Knowledge of Service Desk and Desktop services and a broad understanding across a wide field along with a record of applying such knowledge successfully in a variety of situations.* Experience supervising and line managing staff in an IT support environment.* Experience managing ServiceNow ticket System, ensuring tickets are resolved and updated daily.* Experience managing and controlling IT inventory, assets and deployed software.* Experience managing a Desktop team of at least four staff members.* Participate in the implementation of new hardware and products to ensure the application meet the business requirements and the desktop team is trained in their use* Excellent problem-solving skills.* Strong communication skills.* Eye for detail and the ability to carefully document work performed.* Demonstrated experience diagnosing and resolving unique, nonrecurring problems associated with application software and operating systems; determining the source of problems and detailing their level, priority and nature.* BA or BS in Computer Science, Information Systems or related discipline, or 10+ years of experience in the IT industry.* Demonstrated experience managing large scale hardware and software deployment projects and technical teams.* ITIL Certification, MCSE, MCP, Network+ a Plus Professional Competencies * Integrity and Trust* Customer Focus* Functional/Technical skills* Written/Oral Communication

Keywords: MetroPlus Health Plan, Hartford , Desktop Support Team Lead, Other , Hartford, Connecticut

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