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 skill