Deskside Support Team Lead

Thanks & Regards

Nandha

KRG Technologies, Inc.,

661 367 8000 Ext : 304

Job Description:

An opportunity now exists within IT for an experienced professional to lead a team of desktop support representatives and ensure the proper day-to-day operation of technology applications and equipment. The Lead Desktop Support Specialist is responsible for troubleshooting 1st to 3rd level desktop issues for a variety of systems, including, but not limited to: Hardware, Microsoft Office products, network connectivity, VoIP, AV, Internet access, VPN client, file and server access, and printers. Qualified candidates will be able to assist less experienced peers. Typically requires 4 - 5 years of experience.

Key Responsibilities:

• Schedules, assigns, and reviews work of system support staff (SSTs – all levels) within Physician Network, adjusting work assignments and schedules to maintain adequate staffing levels and responds to fluctuating workloads.

• Observes staff progress and reviews weekly log report to ensure that scheduled jobs are processed accurately and timely.

• Assesses training needs of staff and arranges for or provides appropriate instruction.

• Evaluates employee performance and assists the manager with performance appraisals

• Perform installations, repairs, upgrades, backups, and other maintenance task

• Ensure that tickets through the ticketing system are handled in an expedient manner and are escalated properly to the correct department within IT

• Responsible for desktop and laptop deployment, inventory, and recovery

• Provide 1st to 3rd level desktop and server / network support over the phone, remotely and on-site

• Project responsibilities - Roll outs, upgrades, deployments, migrations etc.

• Identify, analyses, support and solve technical problems presented to you, ensuring Customer Satisfaction

• Desktop/Laptop on-site and phone support; Printer/Fax support; Backup system support; Updating current infrastructure; Deploying new equipment

• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.

• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.

• Provide initial assessment of urgency and business impact on all support calls.

• Manage service requests, software installations, new computer setups, upgrades, etc.

• Record incident resolutions in the Help Desk tool.

• Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.

• Support the following technologies: Microsoft Office 2007 and 2013 products – Outlook, Word, Excel, Access, Internet Explorer, Windows XP, Windows 7, desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity and others as assigned.

• Extensive Windows 7/8/10 OS experience and Apple iOS

• Fluent with Browsers, including IE 7, 8, 9, and 10, Chrome, FireFox as well as Java, Adobe Flash, and browser based applications.

• Versed in in Active Directory and General SA tasks and troubleshooting.

• Expert with Outlook and Exchange troubleshooting 2003, 2007, 2010, 2013 and office 365

• Hands on supporting video conference meetings, Polycom VC devices

• Should be knowledgeable of many common applications, i.e. Adobe Acrobat, Microsoft Office trouble shooting, customer support and installation.

• Should be knowledgeable with Networking and connectivity issues, including Cisco VPN, Wireless and WEP, Ethernet, DNS, routing, cabling, and configuration

• Must have experience in managing local inventory of end user assets such as laptops, IP Phones, mobile devices, etc.

• Should be proficient in imaging, user data back-up, asset deployment.

• Assistance in liquidation of assets work

• Assistance in litigation related data discovery work

• Assistance in Patch Management client side troubleshooting

• Assistance in software distribution using SCCM/Dameware.. etc

Requirements:

• Work experience as a Team Lead for Minimum 2 – 3 Years with minimum 5 direct reportees

• Should be trained in:-

• Feedback sharing

• Appreciation sharing

• Conflict management

• Escalation management

• Well versed with Incident, Problem and Change Management ITIL processes

• Should be able to use Remedy Ticketing system and manage queues

• Hands on experience in MDM applications

• IT Qualifications – ITIL , MCSE & CCNA certifications preferred

• Through understanding of Data Center operations from Hand&Feet support perspective

• 4 - 5 years directly related work experience in a technical support position Win XP, Win 7, Microsoft Office 2007 or later, Internet Explorer and business applications in a business environment.

• Preparing reports on Weekly / Monthly basis

• Maintaining Attendance and Leave reports

• Knowledge of multiple desktop programs, configuration and debugging techniques.

• Strong work ethic, detail oriented as well as excellent oral and written communication skills.

• Sound problem resolution, judgment and decision-making.

• Ability to lift and move equipment weighing 30-40lbs.

• Experience supporting basic hardware issues, desktops, laptops, printers, and mobile devices

• Experience with TCP/IP and general networking issues

• Good Analytical skills required to analyze and improve the day to day operations

• Experience providing superior customer service and support

• Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the infrastructure

• Strong interpersonal and organization skills, successful in working both independently and in a team environment

• Strong problem solving skills

• Strong verbal and written communication skills

• Strong customer relationship handling skills

• Strong vendor coordination skills

• Ability to work with minimal guidance and drive things to a logical conclusion

ITIL , MCSE,  CCNA , MDM, Change Management,Data center

All your information will be kept confidential according to EEO guidelines.