ivision · 16 hours ago
Team Lead, Service Desk
Atlanta, GA, US
Full-time
Hybrid
Mid, Senior Level
1+ years expivision is a company focused on providing managed services, and they are seeking a Team Lead, Deskside Technician. The role involves overseeing the Deskside team, providing support and maintenance for end-user devices, and ensuring optimal workstation performance for a dedicated client.
ConsultingSoftwareInformation TechnologyManagement Consulting
Responsibilities
Assist in developing long-term strategies and capacity planning for meeting future end-user device needs
Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase
Write technical specifications for purchase of end-user devices and related products
Provide guidance and leadership on the daily operations ensuring each is ticket is properly triaged and escalated or resolved as required. Providing guidance and leadership to the team
Works closely with client to develop Knowledge and Run Books to support their environment
Incidents and problems across a variety of technical solution areas
Setup and manage user accounts and permissions
Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed
Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes
Record and manage equipment sent to repair depots for equipment under warranty or service contracts
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels
Assess the need for and implement performance upgrades to end-user devices based on software technical specifications
Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment
Where required, administer, and resolve issues with associated end-user workstation networking software products
Receive incoming calls, service desk tickets, email, or chat regarding equipment incidents, password resets, resolving printer and application issues and the ability to evaluate computer network problems
Answer to and perform moves, adds, and changes (MAC) requests as they are submitted, provision new hires on-site at locations
Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order
Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations
Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed
Liaise with third-party support and equipment vendors
Create and update knowledge articles to support the environment
The ability to troubleshoot and evaluate computer network problems, required on-site visit to work with network engineers to evaluate and resolve network problems
Provide exceptional customer service
Qualification
Required
College diploma or university degree in the field of computer science and/or 1+ year equivalent work experience
Excellent technical knowledge of hardware, including Apple/Mac, Dell, Lenovo, and others as required
Excellent technical knowledge of PC internal components
Hands-on hardware troubleshooting experience
Extensive equipment support experience with PC peripheral devices including monitors, docking stations, printers, and others as required to support end-user needs
Working technical knowledge of current protocols, operating systems, and standards, including Windows and macOS
Ability to operate tools, components, and peripheral accessories
Able to read and understand technical manuals, procedural documentation, and OEM guides
Ability to conduct research into Mac and PC issues and products as required
Ability to work with network engineers to analyze, troubleshoot, on-site network components
Effective interpersonal skills and relationship-building skills
Strong written and oral communication skills
Ability to present ideas in user-friendly language
Understanding of the organization's goals and objectives
Analytical and problem-solving abilities, with keen attention to detail
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment
Strong customer-service orientation
Driver's license in good standing
Availability for on-call rotation
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer or network components
Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals
Preferred
ITIL Foundation
Comptia A+
Comptia Network +
Google IT Support Professional
HDI Support Center Analyst (HDI-SCA)
Company
ivision
iVision is an IT company that provides consulting and managed services for business.
201-500 employees
H1B Sponsorship
ivision has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
CIVC Partners
2020-08-18Private Equity
Leadership Team
E
Eric Aslaksen
Chief Information Security Officer & General Manager
Recent News
International CIO Leadership Association
2025-11-20
2025-04-28
PR Newswire
2025-04-28
Company data provided by crunchbase