Lead Desktop Support Analyst

We are rebel watchmakers with a purpose. Established in 1854 as the Waterbury Clock Company, we took a traditional European watchmaking and layered American industrial ingenuity on top. That is when we began our journey to disrupt a 300 year old industry. Timex took mantle clocks made from wood and made them out of metal and made them faster and affordable for everyone. We took the pocket watch, added a strap and put it on your wrist. Today our design lab in Milan designs the most beautiful watches for consumers around the world. Come join our team, make a difference and wear watches from Timex and some of the biggest brands in the world.

Summary

This role is responsible for the day-to-day operation of Information Technology client-facing products and services, which include, but are not limited to, desktop operations-level support of incident and service requests, client support, client hardware replacement, and deployment via base image and package installation. The role will also require the following experience: proficiency in both Windows and macOS, familiarity with video conferencing solutions, and the ability to evaluate existing systems and provide recommendations for improvement.

Responsibilities

• Software and hardware installation, troubleshooting, and repair for Windows and macOS systems
• Provide operations support for all video conferencing solutions, as well as support for both before and during Town Hall meetings
• Achieve Service Level Agreements for incident and service request response and resolution times
• Image and deploy client hardware as part of regular replacement intervals
• Maintain Windows, macOS, and client software patching
• Maintain hardware and software inventory
• Maintain current mobile phones, as well as the coordination of new phone replacements and deployment projects   
• Collaborate and work with IT cross-functional teams to meet organizational goals and direction 
• Respond to alerts and escalations when outside the office and during non-office hours in supporting Mission Critical Systems
• Promote proactive support actions to prevent issues from recurring
• Document standard configurations and procedures to streamline processes and produce efficiencies that comply with global IT standards and policies
• Undertake other duties that are within the general scope of the role, as required by the Operations Manager

Requirements

• Bachelor’s Degree in Computer Science, Information Technology, or related field
• 7+ years of experience handling IT end-user support related hardware and software
• Experienced in PC imaging, Windows 10 and 11, and macOS
• Audio and video conferencing solutions
• Office 365 services and solutions such as SharePoint Online, Exchange Online, and Teams
• Experience supporting senior business management and business executives 
• Experienced in ITIL standards and best practices in Incident Management, Request Management, Change Management, Asset Management, Problem Management
• Experience with infrastructure network/Wi-Fi, Telcom, data center operations, Active Directory, DNS/DHCP
• Experience with client software such as Outlook, Excel, Word, PowerPoint, and Adobe Creative Suite
• PowerShell scripting knowledge is a plus
• Working knowledge of Remote Access VPN, understanding of network devices like routers, switches, SAN storage, VMware, WAN/LAN architecture
• Excellent communication skills, written and oral
• Ability and willingness to learn new technologies

In addition to our wide product offering, Timex Group offers the following benefits:

• 401K
• Robust Medical, Dental, Vision Plans
• Generous Company Holidays/Vacation
• Extended Sick and Personal
• Hybrid Remote Office Policy
• Summer Fridays all year long!
• Parental Leave Policy