tanishasystems
Boston, MA
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Job Description :
Desktop Support Lead
Fort Mill SC - Onsite 
60K-65K/Year+ benefits
He need to be LOCAL to Fort Mill, SC as need to work from office.
Need to be a lead capable of managing Team and have proven experience managing the service desk team
Essential Duties and Responsibilities (The following statements describe the general nature of work being performed in this job. They are not intended to be an exhaustive list of all duties. Additional responsibilities may be assigned by management):
  • Responsible for the overall PC and laptop support for the general user community of the Fort Mill, SC, consisting of approximately 80 employees working either in the local office or remotely, providing Level 1, 2, and 3 support for all issues interfacing, partnering and escalating to the external IT Service vendor as needed.
  • Works in conjunction with external IT Service Vendor, providing partnership and collaboration regarding decisions and actions on priorities, aging tickets, escalation of critical issues, etc. Performs as the liaison between employees and the vendor by leading the communication with the vendor on new installations, desktop problems, and issue resolution.
  • The external vendor is responsible for regularly scheduled Windows OS and Anti-Virus updating. This Support Specialist position will interface with the vendor on these responsibilities to ensure all updating is occurring as planned.
  • Install and test new desktop components, new applications, operating systems, and upgrades to ensure compatibility with overall networking operations.
  • Work with the external vendor troubleshooting issues with the phone (Mitel) system, setting up new users and phones, etc.
  • Oversee local computer room equipment for a small set of VM servers (~10) and relevant network switches and routers all of this equipment is supported by the other partner IT departments working remotely this position will interface with those departments as the local "hands-on support as needed for any Outage Management or system upgrade projects and situations impacting the Charlotte office.
  • Maintain desktop/laptop equipment for remote sales employees. Provide support, answer questions, upgrade equipment and software for these systems as needed. Coordinate the issuance of loaner equipment to remote sales employees while performing maintenance on their equipment.
  • Perform the daily cycling of backup tapes to be sent to offsite storage the backups are managed remotely by the other relevant IT departments; this position will be responsible for the daily ejecting of the backup tapes and loading them into the container for the storage vendor.
  • Coordinate all local system equipment moves and be the local onsite contact for any coordinated IT hardware or software installation projects.
  • Assists in maintaining an accurate inventory of all local desktop/laptop software and hardware via the CMDB.
  • Additional Projects and responsibilities as assigned.

Supervisory Responsibilities
This job has supervisory responsibilities AND Lead managerial experience is MUST
Qualifications
  • High school graduate plus at least two years additional specialized training/education and 7+ years experience or equivalent combination of education and experience.
  • Strong PC Skills including familiarity with PC settings and functions, various browsers, Microsoft Operating systems, and products such as Microsoft Windows, Microsoft Word, Excel, and O365.
  • Ability to multi-task and organize activities to meet specific goals set by management.
  • Ability to effectively present information and respond to questions from groups of managers, customers, coworkers, and the general public.
  • A+ or MCP Certification desired.
  • General networking knowledge, including protocols and infrastructure equipment
  • Ability to troubleshoot basic PC software and hardware problems
  • Excellent communication and organization skills
  • Ability to maintain effective working relationships with employees, department staff, vendors, and customers
  • Effective verbal and communication skills
  • Demonstrated ability to be resourceful, and work effectively as a team player
  • Service-oriented with the ability to work well with customers from different disciplines with varying degrees of technical experience

Position Summary
Provides primary support and issue troubleshooting for desktop and laptop hardware and software, file server access and printer share access, drive mapping, and network connectivity for desktops and laptops for local and remote business end-users. The position requires the ability to work independently, prioritize issues for resolution, keep customers informed of progress and issues, and communicate with the management team on overall status.
Physical Demands
While performing the duties of this job, the employee occasionally must stand; walk; sit; use hands and fingers; reach with hands and arms; climb or balance; stoop, kneel, or crawl; talk or hear, and lift/move more than 100 lbs. Specific vision requirements include close vision, color vision, depth perception, and the ability to adjust focus.
 


Client : Zensar
             

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