Desktop Support Lead

Company: Apex Systems
Location: Alpharetta
Posted on: January 11, 2022

Job Description:

Looking for Desktop Support Leads for a large client based in Atlanta! The description is below, if you're interested in discussing further please email your resume to nfeagin@apexsystems.com.Thank you!POSITION DESCRIPTION
Position Title: End User Support - Lead
Team: Global End User Operations
Reports To Senior Director - End User ComputingROLE PURPOSE
The primary responsibility of the End User Computing Desk-Side Lead is to provide
managerial and technical expertise needed to support day-to-day End User
Computing environment for Client -employees in US and Canada. This role is part of
the Global team based out of Atlanta, Georgia, USA that provides a global support
model for 23 countries that the Client -is based. This position is responsible for leading
efforts to maintain and operate a rapidly growing infrastructure topology that must
meet the needs of a challenging set of development, operations and business
requirements. This person is expected to demonstrate innovative approaches to
solving the unique challenges encountered and be able to maintain the security and
integrity of the Client's End User Computing environment. The ideal candidate has a
very strong understanding of all End User Technology concepts, ITIL based service management, experience managing and monitoring infrastructure along with knowledge of advanced and leading-edge technologies.POSITION REQUIREMENTS & RESPONSIBILITIESDay to Day management of Desk-Side Support technical teams in US
and Canada.Staff and operate Tech Bars as needed to deliver "open door" End User
Support.Plan & execute security initiatives, infrastructure upgrades & migration
projects for End Users.Partner with EUC Desktop Engineering to ensure standards are
followed and enforced.Partner with Client -Security to continually improve End User
Computing security.Be a single point of contact for customer escalations related to End
User Computing for US and CanadaIdentify problem trends and ensure that troubleshooting efforts are
completed for recurring incidents until permanent solutions are found.Ensures processes for new hire installs, exits, replacements, upgrades,
printer installs, mobile phones deployments, and other End User
Technologies are executed flawlessly.Proactive management of the team members and 3rd party vendors
and to ensure SLA achievements for Incidents, Requests and
Problems.Build excellent working relations with your internal VIP customers,
acting as an ambassador for the Global End User Computing Services
team.Participate in Real Estate projects that encompass opening, closing
and relocating employees and their equipment.Assist in the development and implementation of quality and process
improvement programs and ensure that decisions made to improve the
overall customer support for End User Computing are continually
carried through.Interface with users of technology, employing a high degree of tact and
diplomacy to promote a positive image of the department.Resolve escalations of problem situations in a professional manner.Process improvement, documentation/runbooks, escalations and
customer satisfactionEscalation point for all issues relating to service and financialsEngagement with other Global Client -Team Leaders across Service
Desk, Back-Office, Telephony, Networking, Project Management and
other areas to ensure premium services are delivered to employees.Partner with Client's technology teams to discuss services issues,
new initiatives and architectural improvements.Establish strong working relationships with internal and external
providersManage staffing levels for BAU, project requirements, managing
holiday, sickness, backfill management and yearly appraisals?Qualifications:Required:Working Knowledge of Win10, macOS 10.12-10.14, Active Directory,
SCCM, Google Workspace, iOS, AndroidUnderstand the dependencies between EUC and other Equifax
technical teams that impact end user functionality (i.e.,
Access Manager, Messaging, EPM, IAM)Familiar with remote troubleshooting techniquesDemonstrated interest and aptitude in technology, technology issues,
and analytical analysisExcellent communication and customer service skillsAbility to excel in a fast-paced environment while maintaining a calm
and professional demeanor5+ years of experience of laptop support on software, hardware, and
OS in a Microsoft based environment.Optional:Technical school degree, Associate's degree, bachelor's degree or
equivalent experienceCompTIA A+ and/or Microsoft certification is desirable, but not
requiredGoogle Productivity tools (Docs, Sheets, Slides, etc)Knowledge, Skills and
ExperienceMonitor the status of open calls and act as the customer's advocate to
ensure calls are resolved promptlyStrong customer focus, with ability to deliver outcomes & promisesStrong troubleshooting skills and problem-solving skillsExcellent software troubleshooting skillsGeneral networking knowledgeDemonstrated operating knowledge of the following:
Windows 10 and Mac/Apple OSActive Directory and SCCMLaptop, desktop, mobile devicesGeneral knowledge of desktop applications, e.g., G-SuiteEEO EmployerApex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystemsinc.com or 844-463-6178.Job ID: 1214333Employment Type: ContractJob Area: Engineering and TechniciansFunction: Internet GeneralIndustry: Internet Technologies General

Keywords: Apex Systems, Alpharetta , Desktop Support Lead, Other , Alpharetta, Georgia