IT Desktop Technician Lead - Military veterans preferred

We work alongside the best and brightest to do incredibly cool things you wouldn't believe. At Roush, you're part of building the future. Are you someone that has a passion for providing innovative solutions to complex challenges? Do you want to work someplace where creativity and new ideas are encouraged? If so, then keep reading.

We fuse technology and engineering to provide product development solutions to customers in a diverse range of industries. Widely recognized for providing engineering, testing, prototype, and manufacturing services to the transportation industry, Roush also provides significant support to the aerospace, defense, and theme park industries. With over 2,400 employees in facilities throughout the United States, Europe, Asia, and South America, our unique combination of creativity and tenacity activates big ideas on a global stage.

Job Summary

The will IT Desktop Technician Lead will provide Level 1 and Level 2 support, Level 1 is provided via a Help Desk, Level Two support can be in the IT Office or at the user’s location. Technician needs to be able to install and configure new hardware and software and provide technical support to users and customers. This role is also expected to excel in installing and configuring new hardware and software, all while taking a proactive approach to process improvement to provide advanced technical support to users and customers.

This position also includes additional responsibilities which include the oversight of the daily operations of the Help desk and the Desktop Technicians. Management of assigned computer issues and deployments. Oversight of daily work assignments of Desktop Technicians and Help desk personnel.
Provide IT Operations Manager with feedback on the performance of the team and individuals. This position is based in Livonia, MI.

As an IT Desktop Technician Lead, you will:

• Provide guidance to the team and provide Level 1 Help Desk Support to the organization, including the analysis of support requests and the development of strategies for reducing recurring issues
• Lead and elevate Level 2 support for computers and workstations, implementing best practices to streamline service delivery and reduce downtime
• Champion the installation and configuration of new hardware and software, identifying opportunities to standardize procedures for increased efficiency
• Implement and manage corporate standard software configurations, continually assessing software needs, licensing, and updates for process enhancements
• Offer expert-level hardware support for standard computer equipment, including printers and scanners, and proactively assess hardware lifecycle to optimize replacement schedules and minimize disruptions
• Provide advanced technical support to users and customers, both remotely and on-site, with a particular focus on computer and software issues. Analyze recurring issues and develop proactive solutions
• Provide training to other team members and end-users to enhance their self-help capabilities
• Identify areas for process improvement, create actionable plans for optimization, and implement changes to enhance the overall support service quality. Continuously monitor support processes, gather feedback, and make data-driven improvements to maximize efficiency and customer satisfaction

Minimum qualifications to be considered:

• U.S. citizenship required
• Bachelor’s degree or Industry Certification, or 7 years of experience of Desktop Support in a Windows environment
• Be able to answer calls from users and troubleshoot issues
• Must be able to work with a log tracking system to route logs to the proper support group
• Must be experienced in installation and troubleshooting of all currently supported Windows operating systems including 10 and 11 Pro versions
• Must be experienced in installation and troubleshooting all currently supported versions of Microsoft Office
• Must have proven experience in researching and interpreting technical documentation
• Must have strong written and verbal communication skills
• Maintain records in Asset Control System
• Create, Update and Close Service Requests in systems

A successful candidate may also have:

• CompTIA A+ Certification
• Knowledge of Network devices
• Knowledge of Active Directory
• Conduct Audits of records in Asset Management and Service Request Systems
• Ability to work overtime as needed including weekends