Help Desk Lead Project Leadership Associates
THIS JOB HAS EXPIRED Location:Sacramento, CA
Job Code:MS - MS - HD Lead
Project Leadership Associates (PLA) is adding a lead to run our help desk operations out of Sacramento, CA. This role leads the Regional Help Desk and directly responsible for the coverage and quality of service of Managed Services. Reports directly to the local Director of Operations or Solution Group Leader.
Efficiently coordinate and manage large volume of user requests that come in via email, phone and ticketing portal.
Able to coordinate team schedules, including after hours rotation
Review help desk stats, metrics and reports and being able to come up with action items to address issues and improve efficiency
Assist, when possible, with tickets before they get escalated to SC or MCs
Run weekly help desk team meeting and maintain a meeting agenda with actionable to do items
Monitor and manage Altigen phone queues
Maintain ?base level? skills and knowledge in the following core technologies:
Desktop O/S: Windows XP, Vista, W7 & W8.
Desktop Applications: Office 2003/2007/2010, Project, Visio, Adobe, Anti-Virus, Anti-Spyware, etc.
Able to install and assist with 3rd party desktop application with vendor support
Hardware support ? Desktop, Laptop, printers. General troubleshooting such as RAM, Hard Drive Replacements, etc.
Experience and understanding of different VPN technologies.
Experience with Remote Control utilities such as Remote desktop, terminal services, VNC, PC-anywhere, LogMeIn, Citrix Assist.
Experience troubleshooting both network and local printing issues.
Base-level administration of 2000/03/08 Server and Active Directory (users, security groups, shares & NTFS permissions)
Exchange 2000/03/07/10 Server and mail system administration (mailbox creation, distribution groups, delegation, resources, etc)
Cloud Services Management - O365, Hosted Exchange, Azure, Online Backups (Account Creation, basic user management)
Mobile Device Management ? Phones, Tablets, Windows Mobile, BlackBerry, Android, and iPhone devices.
Capable of performing all tasks related to new laptop/desktop deployments & onboarding/offboarding, following templates
Basic Networking concepts: DHCP, DNS, Wireless Networking, TCP/IP
Experience documenting network and desktop environments.
These skills are a ?plus?
Proven design, planning and implementation experience in Windows XP/Vista/W7 deployments and migrations.
Experience in desktop deployment tools including SCCM.
Experience with integrating 3rd party applications with client desktop environment.
Proficient in implementing and maintaining corporate backup solutions a plus.
Maintain ?Senior level? skills and knowledge in the following core technologies:
Data Storage Administration
Network and Business Application Administration
Maintain ?Specialist level? skills and knowledge in one or more core technologies:
Altigen Call Center
Solomon (time entry/approval)
||Sacramento, CA |
THIS JOB HAS EXPIRED
All Jobs: at Project Leadership Associates
|Headquarters:||120 S LaSalle Ave|
Chicago, IL 60603
|Industry:||Business Products and Services|
|Company Profile:||Project Leadership Associates (PLA) is a business and technology consulting firm that empowers small, mid-market and enterprise organizations with services across four core solution groups: 1) Strategy & Execution, 2) Business Operations, 3) Applications and 4) Infrastructure. We focus on delivering all of our services with industry leading thought-leadership, seasoned senior consultants and strong business understanding. As our name suggests, we hire experienced consultants with strong business and technical backgrounds, capable of leading projects to successful completion.
PLA has been consistently ranked among Crain's Chicago Businesses' Fast 50 and Inc. Magazine's Inc. 5000 List as an annual recognition of our growth, performance, and for maintaining profitability since its founding in 1998. With headquarters in Chicago and branch offices in Houston, Indianapolis, Milwaukee, New Orleans, New York, San Francisco and Washington DC, PLA is uniquely poised to offer a broad array of business and IT consultancy services that work collaboratively with clients to help them realize substantial results. Project Leadership Associates, Inc. is an equal opportunity employer and welcomes individuals of diverse talents and backgrounds.
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