Deskside Support Lead Position Available In Durham, North Carolina

Deskside Support Lead 3.7 3.7 out of 5 stars Durham, NC 27709 Job Summary The Deskside Support Team Lead Technician will provide comprehensive technical support services to the client’s campus-based personnel. The Team Lead will provide general supervision and will be responsible for assigning user tickets through electronic systems, ensuring all actions are taken and communicated effectively with the user community throughout the life cycle of a ticket. The Team Lead will also resolve basic to intermediate computer software and hardware problems by applying trouble-shooting and problem-solving skills. Installs and configures company standard applications. Supports key service-level goals including response time and end-user satisfaction.

Principal Responsibilities:

(Essential Function):

• Provides day-to-day support and monitoring of the deskside team with ticket assignment and resource allocations.
• Reviews professionalism by the deskside team and confirms adherence to dress code and shift times
• Completes survey reviews and provides customer feedback for deskside team members
• Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws
• Ensures compliance with all company policies and procedures, including safety rules and regulations.
• Provide direct technical support to client’s on-site personnel
• Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
• Resolve reported incidents in the software & hardware environment
• Maintain incident management system with up-to-date information on ticket progress
• Complete assigned tickets in timely manner within the Client SLAs
• Update asset tracking inventory in accordance with work instructions
• Provisioning and setup of phone for either landline or VOIP
• Monitor/Resolve tickets that have been dispatched by the Service Desk for further action
• Provide support services for client’s conference and training rooms
• Perform customer support related tasks and special projects as assigned by management
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues Job Requirements Education/Experience
• BA or Vocational school degree preferred or equivalent work experience
• A+ Certification preferred
• Microsoft Certified Professional certification a plus
• Previous call center, computer support, or customer service experience
• Technician must be able to travel if it’s required by our client. Skills
• Excellent desktop support technical skills. Experience in supporting and troubleshooting Microsoft Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools
• Configure and troubleshoot IOS and Android operating systems
• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
• Excellent communication and customer service skills. Excellent teamwork skills
• Ability to perform root cause analysis and determine appropriate course of action based on result Competencies

Accountability:

We all strive to be business owners, take appropriate action, controlling our work and making decisions. We treat the company’s assets as our own, always with our long term success in mind. We accept personal responsibility to set clear expectations, meet business objectives, improve our organizational effectiveness and communicate our actions.

Adaptability:

The Company has shown continuous growth, and through this we adapt to new changes, work situations and responsibilities. We welcome the opportunity to learn new tasks and accept feedback positively.

Collaboration:

We respect our colleagues and treat everyone as we want to be treated. We have confidence in each other’s capabilities and intentions. We believe that people work best when there is a foundation of trust. We work toward a win/win solution as a team – across department lines – doing what is right for all stakeholders.

Communication:

We are courteous to our internal and external contacts. We clearly convey key messages, recognizing when miscommunication has occurred and acting to correct it. Working Relationships

• Maintain inter-department relationships to resolve reported incidents
• Effectively communicate with extended service providers and IT infrastructure groups
• Develop communication and working relationship with supervisor and colleagues Physical Demands and Work Environment
• Must be able to lift desktop computers, laptops, monitors, printers and other IT related equipment A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law.

This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year. Disclaimer HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Job Type:

Full-time Pay:

$35,000.00 – $66,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Schedule:

8 hour shift

Experience:

Team Lead:

2 years (Required) Desktop support: 3 years (Required) IT support: 3 years (Required)

License/Certification:

Driver’s License (Required)

Work Location:

In person