Description

Manage onsite IT operations, resolving hardware and software incidents while ensuring SLA compliance and team productivity.

This role is on-site.

Responsibilities

• Install, configure, and troubleshoot desktops, laptops, mobile devices, and peripherals, including IMACDs and data migration.
• Manage the ticket queue, ensuring all service requests and incidents are resolved within defined service level agreements.
• Coordinate with Level 3 support, vendors, and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide onsite technical assistance, including desk-side support, security compliance checks, and access reviews.
• Lead shift planning, resource productivity, and on-call rosters while mentoring team members.

Required Skills

• 7+ years of technical experience in desktop support and end-user services.
• Strong expertise in Windows Operating Systems, MS Office, VPN, and network printing.
• Hands-on experience with Desk Side Support, IMACDs, and data migration.
• Ability to troubleshoot a wide range of applications and diverse desktop systems.
• CompTIA A+ certification or equivalent required.
• Excellent verbal communication and customer service orientation.
• Physical ability to lift up to 30lbs and travel to remote sites.

Preferred Skills

• Bachelor's degree in a related field.
• Experience managing SLAs and contract adherence.

Key Skills

Education

Bachelor's degree