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Team Lead responsibilities
Work tickets like all other techs
Manage the Service Center (the walk-in desktop support function) and the field services techs
Interface with Engility as SPOC
Learn the processes
Update the processes
Work on integration between Help Desk and Desktop Support
Work with Engility resolver groups on tickets
Create and maintain instructional documentation
Coordinate and manage projects, rollouts, and testing
Prepare project plans
Oversee skills management for the team
Responsible for installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.
Installs and optimizes HW/SW/Networking product and configurations.
Perform diagnostics and resolves product performance problems.
Ensures customer satisfaction by preventative maintenance and configurations which may impact product performance.
Needs a thorough understanding of Windows 7 and PC hardware.
Responsibilities include imaging and configuring PCs that are required to fulfill incidents, IMAC, and Refresh projects.
Should be well organized and have good communication skills as he/she will be interfacing directly with the customer in certain cases
Installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.
Installs and optimizes HW/SW/Networking product and configurations at customer sites.
Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.
Proficient in troubleshooting Windows 7, standard MS applications, and Dell, Client, and Toshiba hardware.
Strong hardware and software installation and support experience.
Ability to install, test and troubleshoot computers and peripherals.
Perform configurations and Break/Fix in a PC configuration and setup environment.
Process daily tickets to meet or exceed SLA's.
Work will include troubleshooting, hot swaps and asset tracking tasks.
Perform the necessary tasks needed in shipping devices after they have been processed to tickets and work orders.
Apple Macintosh experience is a plus
PC/laptop Hardware and software, Advanced
Hardware installation, diagnostics and support, Experienced
Windows 7, Advanced
Provide upgrade and support operations for branch and corporate applications.
Anticipates the needs of clients and acts accordingly.
Maintain knowledge of current and new technologies. Seek opportunities to learn new skills.
Will be expected to be able to research problems and products when necessary
Provide on premise support for projects and other support teams where needed
Support and maintenance of inventory and asset management processes and procedures
Understanding of or experience with imaging and diagnostic tools.
Understanding of or experience with SCCM 2012
Client and Dell Hardware Certified would be desirable
Understanding of or experience with Symantec Endpoint Encryption experience would be desirable
Understanding of or experience with Symantec Endpoint Protection experience would be desirable
Understanding of or experience with Raritan KVM Over IP would be desirable
PC Lab management experience would be desirable
Ability to multi-task and mange time efficiently.
Ability to work as part of a team.
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