Job description
Desktop Support Lead Technician - Reading, PA
Dell, Inc. is a worldwide provider of information technology services and business solutions to a broad range of clients. We are currently looking for a Supervisor/Lead Technician to join our team in Reading, PA.
Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential.
The Lead Technician will be a supervisory role for a specific account which includes multiple sites and consists of: escalations, ticket management, on-site installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, server hardware, AV equipment setup and troubleshooting minor LAN troubleshooting and all related IT sanctioned peripherals. This position will be located at the customer site and may be required to work an on-call rotation with travel occasional to moderate locally.
Role Responsibilities
- Utilize ITIL standards for Incident, request, configuration, change and problem management to provide strategic leadership and planning for technical support of Client end user devices
- Work with the service management and delivery manger team for continuous improvement
- Provide support and training for core software( MS Windows, Windows 7, MS Office, and Enterprise Anti-Virus) and hardware support and training for desktop, laptop, printers, and tablets.
- Accessible 24/7 for support services for other Dell team members and/or customer in the event of a high severity ticket
- Necessary to provide timely customer support to Clinical and Business users.
- Provide Handheld and project support as assigned and, when required, works autonomously typically dealing with "tickets" independently.
- Handles escalations from Dell team members and Intermediates brought to lead technician for resolution
- Provide mentoring, training and guidance in regards to troubleshooting and diagnosis to all other field service technicians
- Participate in all compatibility testing prior to rollout of any new image
- Provide cross training and knowledge transfer amongst team members
- Assist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes
- Prioritize assigned day-to-day desktop support requirements via ITSM Tool in order to meet established service level agreements
Qualifications
Requirements
- 6 – 8 years of desktop support including both PC and Apple hardware, Apple and MS Windows operating systems and the ability to support MS Windows 7 and 8 operating systems, MS Office Suite and Outlook
- Strong customer focused communication skills, customer service, written and verbal communication, documentation, and telephone skills. Supervisory Skills
- Experience with remote access and client workstation support, IT Field Services tools, basic network troubleshooting skills and understanding of TCP/IP
- Network printer configuration and troubleshooting skills
- Familiarity with Active Directory services
- Strong Must be able to mentor and lead a team of 10 to 14 technicians and must be able to communicate ideas and potential solutions to the team
- Ability to communicate complex issues or strategic information in a customer friendly manner
Preferences
- ITIL Foundations v3 certification
- Apple peripheral Experience (MacBook, iPad, iPhone, etc)
- Blackberry, Android, iPhone setup and troubleshooting experience
- Executive support
- Knowledge of a variety of Service Industry ticketing/work order generating and tracking systems (Service Now, Remedy, OPAS v2/3, etc
- Asset Management experience
- MCP, MCSE, CNE or Network+ certification is a plus
NTT Data plans to acquire Dell Services as announced on 3/28/2016.
If you are selected for a Dell Services position and the transaction closes, your future employment will be with NTT Data. Dell recruiters can provide you with additional information about any applicable changes upon request.
EEO Statement
Dell is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages.
Company Description
With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell’s team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.
Why work with us?
Life at Dell means collaborating with dedicated professionals with a passion for technology.
When we see something that could be improved, we get to work inventing the solution.
Our people demonstrate our winning culture through positive and meaningful relationships.
We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential. Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
Dell is an Equal Opportunity Employer. To learn more about our commitment to Diversity & Inclusion, visit:Equal Employment Opportunity Policy Statement
Dell, Inc. is a worldwide provider of information technology services and business solutions to a broad range of clients. We are currently looking for a Supervisor/Lead Technician to join our team in Reading, PA.
Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential.
The Lead Technician will be a supervisory role for a specific account which includes multiple sites and consists of: escalations, ticket management, on-site installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, server hardware, AV equipment setup and troubleshooting minor LAN troubleshooting and all related IT sanctioned peripherals. This position will be located at the customer site and may be required to work an on-call rotation with travel occasional to moderate locally.
Role Responsibilities
- Utilize ITIL standards for Incident, request, configuration, change and problem management to provide strategic leadership and planning for technical support of Client end user devices
- Work with the service management and delivery manger team for continuous improvement
- Provide support and training for core software( MS Windows, Windows 7, MS Office, and Enterprise Anti-Virus) and hardware support and training for desktop, laptop, printers, and tablets.
- Accessible 24/7 for support services for other Dell team members and/or customer in the event of a high severity ticket
- Necessary to provide timely customer support to Clinical and Business users.
- Provide Handheld and project support as assigned and, when required, works autonomously typically dealing with "tickets" independently.
- Handles escalations from Dell team members and Intermediates brought to lead technician for resolution
- Provide mentoring, training and guidance in regards to troubleshooting and diagnosis to all other field service technicians
- Participate in all compatibility testing prior to rollout of any new image
- Provide cross training and knowledge transfer amongst team members
- Assist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes
- Prioritize assigned day-to-day desktop support requirements via ITSM Tool in order to meet established service level agreements
Qualifications
Requirements
- 6 – 8 years of desktop support including both PC and Apple hardware, Apple and MS Windows operating systems and the ability to support MS Windows 7 and 8 operating systems, MS Office Suite and Outlook
- Strong customer focused communication skills, customer service, written and verbal communication, documentation, and telephone skills. Supervisory Skills
- Experience with remote access and client workstation support, IT Field Services tools, basic network troubleshooting skills and understanding of TCP/IP
- Network printer configuration and troubleshooting skills
- Familiarity with Active Directory services
- Strong Must be able to mentor and lead a team of 10 to 14 technicians and must be able to communicate ideas and potential solutions to the team
- Ability to communicate complex issues or strategic information in a customer friendly manner
Preferences
- ITIL Foundations v3 certification
- Apple peripheral Experience (MacBook, iPad, iPhone, etc)
- Blackberry, Android, iPhone setup and troubleshooting experience
- Executive support
- Knowledge of a variety of Service Industry ticketing/work order generating and tracking systems (Service Now, Remedy, OPAS v2/3, etc
- Asset Management experience
- MCP, MCSE, CNE or Network+ certification is a plus
NTT Data plans to acquire Dell Services as announced on 3/28/2016.
If you are selected for a Dell Services position and the transaction closes, your future employment will be with NTT Data. Dell recruiters can provide you with additional information about any applicable changes upon request.
EEO Statement
Dell is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages.
Company Description
With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell’s team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.
Why work with us?
Life at Dell means collaborating with dedicated professionals with a passion for technology.
When we see something that could be improved, we get to work inventing the solution.
Our people demonstrate our winning culture through positive and meaningful relationships.
We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential. Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
Dell is an Equal Opportunity Employer. To learn more about our commitment to Diversity & Inclusion, visit:Equal Employment Opportunity Policy Statement
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