Deskside Support Lead
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What you'll do
- Provide Tier 2 and Tier 3 deskside end user support including imaging, deployment, and asset management.
- Ensure adherence to service-level agreements (SLAs) and act as a key point of escalation for advanced IT troubleshooting issues.
- Support computer hardware, software, network connectivity, system/application access, and telecommunications systems.
- Act as a senior technical lead, specializing in the management of mass imaging pipelines, high-volume onboarding preparations, equipment moves, and advanced troubleshooting of end-user laptops and desktops in a diverse MS Windows environment.
- Lead and coordinate a team of 4 IMAC technicians.
- Perform and oversee IMAC procedures and lifecycle refresh activities across the enterprise.
- Manage high-volume mass imaging processes and device preparation for onboardings/refreshes.
- Collaborate with Tier 3 teams to troubleshoot complex, environmental issues affecting enterprise laptops and desktops.
What they're looking for
- Experience as a senior technical lead
- Experience with mass imaging pipelines
- Experience with high-volume onboarding preparations
- Experience with equipment moves
- Advanced troubleshooting of end-user laptops and desktops in a diverse MS Windows environment
- Experience leading and coordinating a team of technicians
- Experience with Tier 2 desk-side end-user support
- Experience with Windows 11 troubleshooting
- Experience with IMAC procedures and lifecycle refresh activities
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
SAIC is seeking a Deskside Support Lead to join our team. The primary responsibilities of this role are to provide Tier 2 and Tier 3 deskside end user support including imaging, deployment, and asset management.
You will ensure adherence to service-level agreements (SLAs) and act as a key point of escalation for advanced IT troubleshooting issues. This includes supporting computer hardware, software, network connectivity, system/application access, and telecommunications systems.
Roles and Responsibilities:
- Acts as a senior technical lead, specializing in the management of mass imaging pipelines, high-volume onboarding preparations, equipment moves, and advanced troubleshooting of end-user laptops and desktops in a diverse MS Windows environment.
- Lead and coordinate a team of 4 IMAC technicians.
- Provides Tier 2 desk-side end-user support heavily focused on mass imaging, deployment, asset management, and Windows 11 troubleshooting, with strong user interaction skills.
- Needs to be able to work independently while leading team efforts and managing deployment pipelines.
- Performs and oversees IMAC procedures and lifecycle refresh activities across the enterprise.
- Manage high-volume mass imaging processes and device preparation for onboardings/refreshes.
- Collaborate with Tier 3 teams to troubleshoot complex, environmental issues affecting enterprise laptops and desktops.
Company
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