Team Lead, Service Desk

iVision Scale LLC•Atlanta, GA

9d•Hybrid

About The Position

As the Team Lead, Deskside Technician you will support and oversee operations of the Deskside team supporting a dedicated client in our Managed Services Operation. The Deskside Technician, Team Lead’s role is to provide deskside technician support as a single point of contact for end users to receive support and maintenance within the organization’s end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required. This is a hybrid position which will require to be available to travel to various site locations within the greater Atlanta area. When not onsite, you will be supporting end-users calling in for assistance. As Team Lead, you will support and oversee operations of the Deskside team and coordinate phone coverage, schedules, on-site support requests, provide support to users and lead deskside technicians.

Requirements

College diploma or university degree in the field of computer science and/or 1+ year equivalent work experience.
Excellent technical knowledge of hardware, including Apple/Mac, Dell, Lenovo, and others as required
Excellent technical knowledge of PC internal components.
Hands-on hardware troubleshooting experience.
Extensive equipment support experience with PC peripheral devices including monitors, docking stations, printers, and others as required to support end-user needs.
Working technical knowledge of current protocols, operating systems, and standards, including Windows and macOS.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Ability to conduct research into Mac and PC issues and products as required.
Ability to work with network engineers to analyze, troubleshoot, on-site network components.
Effective interpersonal skills and relationship-building skills.
Strong written and oral communication skills.
Ability to present ideas in user-friendly language.
Understanding of the organization’s goals and objectives.
Analytical and problem-solving abilities, with keen attention to detail.
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Strong customer-service orientation.
Driver’s license in good standing.
Availability for on-call rotation.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer or network components.
Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Nice To Haves

ITIL Foundation
Comptia A+
Comptia Network +
Google IT Support Professional
HDI Support Center Analyst (HDI-SCA)

Responsibilities

Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.
Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase.
Write technical specifications for purchase of end-user devices and related products.
Provide guidance and leadership on the daily operations ensuring each is ticket is properly triaged and escalated or resolved as required. Providing guidance and leadership to the team.
Works closely with client to develop Knowledge and Run Books to support their environment.
incidents and problems across a variety of technical solution areas
Setup and manage user accounts and permissions.
Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.
Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.
Where required, administer, and resolve issues with associated end-user workstation networking software products.
Receive incoming calls, service desk tickets, email, or chat regarding equipment incidents, password resets, resolving printer and application issues and the ability to evaluate computer network problems.
Answer to and perform moves, adds, and changes (MAC) requests as they are submitted, provision new hires on-site at locations.
Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
Liaise with third-party support and equipment vendors.
Create and update knowledge articles to support the environment.
The ability to troubleshoot and evaluate computer network problems, required on-site visit to work with network engineers to evaluate and resolve network problems.
Provide exceptional customer service.