krg technology inc
Deskside Support Team Lead
- Compensation
- Not disclosed
- Location
- Manhattan, NV, us
- Work setup
- Not specified
- Seniority
- Lead
- Employment
- Not specified
- Experience
- 2+ years
- Category
- It support
- Posted
Skills
Must have
- • 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
Full description
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.