Desired Skills and Experience:
· 10 years minimum of experience in IT Deskside/Desktop break/fix support, with at least 4 years in an enterprise type environment with 1000+ end users.
· Minimum 6 years' experience as a Team Lead, with experience leading larger teams (20+ technicians) needed.
· Team Lead duties will include - Subject Matter Expert to technicians, technician training, ticket auditing and data sanitization certificate auditing for accuracy, Service Now reporting on team performance.
· Must have excellent Windows 7/10 and Microsoft Office Suite trouble shooting skills, as well as hardware trouble shooting skills.
· Other duties will include - Troubleshooting and repair of OS's (Win7/Win10), MS Office Suite products including Outlook email and calendar issues, a variety of 3rd party software applications, hardware issues for both PC's and laptops (HP environment), PC/Laptop parts replacement down to the system board level
· New hire deployments, and PC refresh deployments, VTC and A/V meeting support.
· Service Now ticket system experience required.
· Excellent attention to detail, customer service skills, multi-tasking skills, ticket management/documentation skills, written and verbal communication skills REQUIRED.
· Must be able to lead a team in a busy enterprise environment and collaborate with other team leads and technicians. Excellent interpersonal skills required.