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Technical Team Lead

Company: Computer Aid, Inc.
Location: Allentown
Posted on: August 1, 2020

Job Description:

CAI is looking for a technical team lead in the Allentown, Pa. area. This is a permanent positionwork will be split between on and off site. Job Profile Summary Team Leader to manage a 7-person end-user support group. The Team Lead would be a working member of the team. This person will work with the other level II support staff that are Client employees. This person would also coordinate activities with the CAI operated Level I Help Desk and the onsite Client IT team. The onsite client team includes other end-user support personnel, server and network technicians, and software support personnel. A key part of the leadership is to identify and facilitate process improvement and shifting work to the CAI Help Desk where possible. Duties Responsibilities Lead the on-site team of 6 technicians. Help Desk Level 2 - Onsite Take call escalations from PC Help Desk Level 1 More advanced troubleshooting skills for issues being seen Follow processes as requireddefined Manage Loaner Equipment Laptops iPhones iPads Identify Knowledge that needs to be created for Level 1 and 2 to follow Update existing knowledge as needed Mobile Device Support Onsite Provide support of iPad and iPhones deployed throughout client Follow processes as requireddefined Knowledge and understanding of iOS Deploy iOS devices New Hires Proactive Replacements for aged equipment Keep deployed systems at 85 in maintenance Systems in use are within the expected pre-defined life span BreakFix Maintain mobile assets in asset management Support Recycling processes for mobile equipment Audio Visual (AV) Support - Onsite Provide proactive support for AV meetings held by Executive MS Skype, MS Teams, GoToMeeting, company-wide updates Reactive support for Conference room issues requiring immediate attention Daily conference room walkthroughs Schedule time with all major conference rooms for walkthroughs Review and test room equipment for issues Printer Support - Onsite Reactive support for printers and printer corrals requiring immediate attention Call printer servicing company for printers that are to be fixed Daily Printer corral walkthroughs Look for printers in error Ensure supplies are stocked Assist in management of auto-toner replenishment program Assist in deployment of printers Pro-active replacements of older printers Maintain printer assets in asset management Follow processes as requireddefined Proactive Computer Replacements - Onsite Work with employees to proactively replace their computer(s) about 14 to 15 of all deployed systems per year About 1000 units Keep deployed systems at 85 in maintenance Systems in use are within the expected pre-defined life span Follow processes as requireddefined Knowledge of Window OS and MS Office Software Update computers in asset management PC Technician Follow processes as requireddefined Deploy hardware and software for new employees and contractors Retrieve equipment for departed employees and contractors Update computers in asset management Knowledge of Windows OS and MS Office Software Knowledge of macOS Leverage Ticketing system to fulfill Requests Fix breakfix issues from users not solvable by PCHD 1 and PCHD 2 Escalate to Client admins as needed Assist with walkups based on urgency Loaner requires Recycling processes for old equipment Storage room maintenance Process Improvement and Shift Left A key responsibility is to identify and manage continuous improvement initiatives. This involves Reviewing metrics from the operations of the support activity and the CAI level I help desk Identify and implement process improvements withing CAI on-site team Shift work from higher skilled resources to lower skilled resources where possible. Shift work from Client team to CAI team Shift work from Client and CAI on-site team to off-site CAI Level I Help Desk Qualifications ExperienceEducation Required Minimum five years IT experience and 2 years leading a team Skills Required Basic team management. Awareness of ITIL Service concepts and practices. Experience with a Service Desk Ticket System Experience with PCs, Printers, laptops, tablets, phones and printers. Skills Preferred ServiceNow Ticket System ITIL Version 3 Certification

Keywords: Computer Aid, Inc., Allentown , Technical Team Lead, Other , Allentown, Pennsylvania

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