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Client: International manufacturer of retail food merchandising and product display solutions employing over 900 employees and generating over $600 million in annual revenue.
Role:- Manage a team of 14 technical support technicians both onsite and offsite.
- Be available on in the agent call queue to the service desk number as needed.
- Create and work service desk tickets in SCSM (Service Desk tool) through final resolution.
- Review Service Desk email account and manage walk-up requests as well as phone work.
- Remote into or physically visit user machines as appropriate for troubleshooting.
- Work with the rest of IT (app teams, server, network, user provisioning, etc.) to resolve incidents or service requests.
- Manage entire lifecycle of PC equipment (laptops & desktops) including proactive refreshes at end of lease (or life), maintaining appropriate inventory levels for customer demand through disposal or return of retired PC equipment.
- Understand and follow all client’s security policies and practices and communicate any questionable activity that may arise.
- Reset passwords for users as necessary after validating proper credentials.
- Be available on call 24/7 on a rotating basis to carry the on-call cell phone as needed to resolve or escalate critical issues off-hours.
- Develop new images, builds for computers on Windows 10 OS and above and review for latest patches and updates.
- Review with team processes developed for deploying PCs with standard client images.
- Manage and resolve any computer, machinery or equipment, or system issue impacting the Plant operations.
- Perform onboarding new employees to ensure all hardware and software is installed and operational.
- Set up employees’ office phone.
- 8 - 10+ years desktop support experience.
- Minimum of 2 – 5+ years experience managing a technical support team.
- Experienced troubleshooting networking equipment and TCP/IP.
- Able to log, update, and record detailed tracking records.
- Ability to work closely with others in a team environment.
- Ability to communicate well with all levels of the organization.
- Ability to visit end user desks in an office and plant environment.
- Thorough knowledge of Win 7 and Win 10 and imaging processes.
- Experience supporting O365 is a plus.
- Familiarity with using Microsoft SCSM is a plus.
- Dell certification is a plus.
- Experience with Zebra printers and manufacturing environment is a plus.
- SCCM in-depth knowledge is a plus.
- Thorough knowledge of ITIL processes is a plus.
- Self-motivated and self-starter.
- Excellent customer service skills.