Team Lead, Service Desk

Team Lead, Deskside Technician

Title:

Deskside Technician, Team Lead

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 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.

You will troubleshoot problem areas in person, via remote tools, telephone, or chat, and provide end‑user assistance when required. The position is hybrid and requires availability to travel to various site locations within the greater Atlanta area; when not onsite you will support end‑users calling in for assistance. As Team Lead you will also coordinate phone coverage, schedules, on‑site support requests, and lead deskside technicians.

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 daily operations ensuring each ticket is properly triaged and escalated or resolved as required.
• Work closely with the client to develop Knowledge and Run Books to support their environment.
• Handle incidents and problems across a variety of technical solution areas.
• Set up 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 off‑site 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 to deliver required 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.
• Administer and resolve issues with associated end‑user workstation networking software products.
• Respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents, password resets, printer and application issues, and computer network problems.
• Perform moves, adds, and changes (MAC) requests as submitted, and 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 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.
• Work with network engineers to evaluate and resolve network problems requiring on‑site visits.
• Provide exceptional customer service.

Formal Education & Certification

• College diploma or university degree in computer science or equivalent work experience.
• Highly desired certifications: 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.
• Excel…