Desktop Support Technician L3

IT Support Technician L3 (Lead)

IT Support Technician L3 Lead bring multiple years of IT support experience to the role combined with leadership skills. A Lead Technician is a senior technical resource within the support team that is capable of handling complex support issues and is an escalation point within the team for other technicians to leverage. In addition to providing strong technical

support, the Lead Technician is a team leader and mentor to the rest of the team. The Lead Technician is an example of how to deliver superior customer service and helps the team escalate the level of support provided to the organization.

Technical Responsibilities:

• Perform laptop and desktop diagnosis and break-fix
• Provide remote desktop support for end users working remotely
• Troubleshoot end user access, IT hardware, and software related issues
• Aid in the set-up and troubleshooting of Mac, Windows, Android, and iOS devices
• Assist IT Infrastructure and Operations Teams as needed on upgrades, refreshes, and build outs
• Provide end user training and education on IT hardware and software related items
• Re-image IT devices as needed while maintaining user’s data when possible
• Perform weekly counts on IT device inventory and report inventory levels to client management
• Update hardware inventory when assigning devices to end users
• Assign and deploy IT devices to new employees as well as handle and process equipment returned by employees
• leaving the company
• Provide network and IT resource assistance to employees visiting from other corporate locations
• Install, maintain, and troubleshoot corporate printers and IT hardware (e.g., monitors, keyboards, desktops, etc.)
• Monitor ticket queue for new tickets, work tickets assigned to them, escalate tickets as needed, enter updates and resolution steps on tickets
• Provide excellent customer service to end users by providing updates on open service tickets and proven work arounds
• Collaborate with other support technicians on complex problems and large projects
• Share knowledge with team members on resolving IT service issues and common end user problems

Lead Responsibilities:

• Setting an example for the team on how to provide excellent customer service and IT support
• Prioritize and assign support requests to available support technicians
• Balance the workload across the team so all technicians contribute to the success of the team
• Act as an escalation point for other technicians to engage as needed
• Look for opportunities to coach team members and improve service levels
• Drive the resolution of complex and high priority support issues
• Ensure the team is following standard processes and procedures
• Confirm the right information is being captured in tickets and support requests
• Help the team understand tools and technologies that are available to troubleshoot and resolve issues
• Keep track of ticket queues so that tickets don’t sit too long or go unnoticed
• Work closely with the IT Service Desk Manager to coordinate, prioritize, and optimize service execution
• Confirm IT hardware inventory counts are updated weekly, and purchase requests are initiated through proper channels when minimum inventory levels are hit