Description

Lead field service operations and provide deskside technical support for end users in Rochester, MI.

Responsibilities

• Manage a team of 25-30 technicians, including shift planning, on-call rosters, and resource productivity.
• Oversee SLA reporting, adherence, and contract management to ensure incidents are resolved within defined levels.
• Install, configure, and troubleshoot desktops, laptops, mobile devices, peripherals, and associated software.
• Execute hardware refreshes, data migrations, IMACDs, and onsite software updates or configuration changes.
• Coordinate with vendors for warranty repairs and collaborate with Level 3 support groups for service enhancements.

Required Skills

• 4-7 years of experience in service delivery and end-user hardware and software support.
• Proficiency with Windows Operating Systems and MS Office.
• Experience supporting VPN, local and network printing, notebooks, and mobile devices.
• Hands-on expertise with Desktop, Helpdesk, and Field Operations.
• Ability to troubleshoot a wide range of applications and diverse operating systems.
• CompTIA A+ certification or equivalent.
• Strong analytical, problem-solving, and verbal communication skills.

Preferred Skills

• BS/BA in Computer Science, Information Systems, or equivalent combination of education.
• Experience with Mac environments.

Key Skills

Education

Not specified