Deskside Technician

Deskside Technician

Charlotte,United States

Contract

Skills

Desktop Support

•        Manage a team of 25-30 technicians across locations

•        Manage the reporting of SLAs, Adherence of SLA and contract

•        Manage shift and shift planning including on call roster

•        Manage Resource productivity

•        Enable the team with training and development

•        Ensure security compliance

•        Ensure sufficient inventory level is managed across locations

•        Ensure all service request and incidents are resolved before agreed service levels

•        Plan and execute any move request or project work

•        Lead the team by providing technical and process assistance to below activities

•        Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

•        Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks

•        Perform onsite updates, Configuration changes, or Software installations.

•        Provide onsite technical assistance to end users by visiting their desk location

•        Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.

•        Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

•            Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

•            Perform end-user support related security and controls and compliance related tasks such as

•        Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

•            Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

•              Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

•            Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.

•            Provide On-call support if required outside business hours on a rotational basis