Team Lead, Service Desk
6 days ago
Atlanta
Job DescriptionTeam Lead, Deskside TechnicianTitle Deskside Technician, Team Lead Description 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. Responsibilities Strategy & Planning • Assist in developing long-term strategies and capacity planning for meeting future end-user device needs. Acquisition & Deployment • 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. Operational Management • 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. Position Requirements Formal Education & Certification • College diploma or university degree in the field of computer science and/or 1+ year equivalent work experience., • The following certifications are highly desired, • ITIL Foundation, • Comptia A+, • Comptia Network +, • Google IT Support Professional, • HDI Support Center Analyst (HDI-SCA) Knowledge & 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. Personal Attributes • 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. Work Conditions • 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.