Deskside Support Team Lead

Job Details

Description

Grow your career. Drive innovation.

At Bell Techlogix, employees are key to our growing success. We are always looking for driven, smart, and dedicated professionals to add to our award-winning team. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. Bell Techlogix offers various training and development programs to help you advance in your career within our company.

Bell Techlogix is a Certified Great Place to Work and is recognized as a Diversity Employer.

Summary: This position supports employees of Bell Techlogix’s clients by providing technical leadership and mentorship to the Deskside Support Analysts. Performs service, repair and/or installation of computer products including system hardware, software, and PC's. Provides technical support to customers on operational or maintenance aspects of system equipment. Serves as customer contact on technical and service-related problems. Diagnoses mechanical, hardware, software, and systems failures, using established procedures. Determines most cost-effective repair/resolution to minimize customer downtime. May involve use of problem management databases and help desk system.

Essential Functions

• Perform maintenance tasks, installations, troubleshoot, and repair computer systems and peripheral equipment and train junior techs on these efforts.
• Primarily provide Tier 2 & 3 level support.
• Represent Bell Techlogix in a professional and businesslike manner and communicate effectively with customers and associates.
• Interact with customer responding to technical questions or requests for information.
• Reinforce and implement “shift best” model, creating knowledge base articles for Service Desk use.
• Process timely and accurate information to ensure compliance with warranty requirements of vendors.
• Maintain the highest level of customer satisfaction by resolving all tangible problems and concerns.
• Escalate problems and issues to a higher level of support, including service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
• Be particularly sensitive to avoid violations of customer policies and procedures while troubleshooting which would risk the integrity of customer’s data.
• Document time and/ or trouble tickets and other administrative tasks.
• Resolve user requests or service through the customer’s work order system if applicable
• Coordinate support across multiple departments to provide I.S. Maintenance.
• Coordinate effort with management.
• Act as back-up to the manager and take on the responsibly while the manager is out.
• Coordinate efforts with Workstation Engineers when needed to solve complex issues
• Configure network printing and IP addressing if applicable to client needs.
• Install, move, upgrade and change equipment hardware and software based on project / client needs.
• Maintains regular attendance.
• Other duties as assigned by management.
• Required Education, Knowledge, and Experience:
• Must have a high school diploma or equivalent; College degree in a related field is preferred.
• At least 5 years of technical or related experience is preferred. Relevant education may substitute technical experience.
• 1-3 years leadership experience in a technical support environment is required.
• MCP, A , Network , and Security certifications are preferred.
• Must have a minimum of 2 years of expert knowledge and understanding of the hardware and software of the client environment. This includes Windows Operating Systems, network concepts, connectivity, passwords, and security.
• Proficient in the troubleshooting and repair of various manufacturers’ handheld devices, laptops, desktops, printers, and peripherals.
• Experience in supporting
• Working knowledge and understanding of AD and SCCM (or similar software).
• Working knowledge of running team & client reports
• Proficient with various versions of Microsoft operating systems and Office Suites.
• Knowledge of industry quality standards.
• Original Equipment Manufacturer (OEM) certifications obtained to perform warranty repairs, as required.
• Client-required certifications, if needed.
  

Abilities And Skills

• Physical, Mental Requirements and Work Environment:
• Must be able to lift and carry at least 75 lbs.
• Must be able to stand for long periods of time.
• Must be able to walk for long distances.
• Must be able to sit at a computer for long periods of time.
• Must be able to work in a fast-paced environment.
• Manual dexterity to use keyboard to input information.
  

Equipment Used

• Computer
• Phone
• Company vehicle, if provided.
  
  

Conditions Of Employment

• Must pass background check
• Ability to travel to Bell Techlogix or client site locations; overnight stays required on some occasions.
• Ability to train and coach staff in all required duties.
• Strong verbal and written communication skills.
• Ability to explain product material to a variety of audiences at all levels of the business.
• Ability to work independently and as a member of a team.
• Excellent interpersonal and communication skills, enabling great teamwork and the ability to interact with all employees at different levels.
• Attention to detail, excellent organizational skills, and must possess solid customer service skills.
• Maintain a professional dress code and general appearance.
• round check.
• Must pass pre-employment drug test.
• Must maintain required certification levels.
• Must maintain valid driver’s license.
• Must have reliable vehicle and maintain proper insurance while employed.
• Must maintain required security clearance, as needed.