Deskside Support Team Lead

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 tasks 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 Identify, analyze, 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 Versed 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:- Appreciation sharing 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 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 Ability to work with minimal guidance and drive things to a logical conclusion Qualifications

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