Lead IT Site Support Technician MSP Experience Preferred

TEKsystems•Berwyn, IL

4d•$29 - $32•Onsite

About The Position

Responsible for leading day-to-day operations across desktop support, asset management, AV support, and site services while providing hands-on technical support as needed. Oversees team performance, workload distribution, SLA adherence, and acts as the primary escalation point for complex issues. Monitors and manages all incidents across ServiceNow queues for North America, ensuring timely resolution using documented procedures. Provides onsite technical support (Monday–Friday with on-call/off-hours as required), including new hire hardware setup, asset testing, break/fix support, preventative maintenance, and installation/repair of laptops and desktops. Coordinates Dell warranty support and replacement hardware activities. Oversees full asset lifecycle management (procurement through disposal), including inventory tracking, depot operations oversight, imaging, assignment, end-of-life replacement, break/fix coordination, shipping/logistics, stock reporting, and disposal compliance. Ensures accurate Hardware Asset Management system updates. Supports OS imaging, software deployment (automated and manual), application installation/testing, mobile/iOS support, and adherence to approved software standards. Provides Audio/Visual support including conference room maintenance, troubleshooting, executive meeting support, vendor coordination, and user training on collaboration tools (e.g., EVOKOS, Teams). Delivers Smart Hands and infrastructure support, including server hardware replacement, HDD installation, and rack/stack coordination with server teams. Supports hardware delivery, advanced replacements, refresh initiatives, vendor coordination, and support programs such as Digital Genius sessions and collaboration tools. Provides project support for out-of-scope work, managing scope, schedule, risks, resources, and deliverables while acting as liaison between client stakeholders, TEKsystems leadership, and technical teams; ensures projects are delivered on time, within scope, and aligned to customer experience goals. Drives adherence to ITIL processes including Incident, Request, Change, Asset, Knowledge, and Security management. Identifies and implements continuous improvement, innovation, and process optimization opportunities to enhance service delivery, efficiency, and user satisfaction.

Requirements

Windows 11
Windows
Microsoft Office
Ticketing system
Hardware/software troubleshooting
PC troubleshooting
Support
Desktop support
Printers
Configuration
Customer service
Audiovisual support
Rack and stack
Mobile device support
ITIL
Thin client support
Help desk support
Windows OS
Active Directory
Installation
Imaging
Asset management
Software management
Reporting tools
Shipping & receiving
Procurement
iOS support
Android support
Mac support
Project execution
Documentation writing
Knowledge management
Team Player
Time Management
Self-sufficient
Self-starter
Excellent communication skills
White Glove customer service skills

Nice To Haves

MSP Experience Preferred

Responsibilities

Lead day-to-day operations across desktop support, asset management, AV support, and site services.
Provide hands-on technical support as needed.
Oversee team performance, workload distribution, and SLA adherence.
Act as the primary escalation point for complex issues.
Monitor and manage all incidents across ServiceNow queues for North America, ensuring timely resolution.
Provide onsite technical support, including new hire hardware setup, asset testing, break/fix support, preventative maintenance, and installation/repair of laptops and desktops.
Coordinate Dell warranty support and replacement hardware activities.
Oversee full asset lifecycle management (procurement through disposal).
Ensure accurate Hardware Asset Management system updates.
Support OS imaging, software deployment, application installation/testing, and mobile/iOS support.
Provide Audio/Visual support including conference room maintenance, troubleshooting, and executive meeting support.
Deliver Smart Hands and infrastructure support, including server hardware replacement and HDD installation.
Support hardware delivery, advanced replacements, and refresh initiatives.
Provide project support for out-of-scope work, managing scope, schedule, risks, resources, and deliverables.
Drive adherence to ITIL processes including Incident, Request, Change, Asset, Knowledge, and Security management.
Identify and implement continuous improvement, innovation, and process optimization opportunities.