Help Desk Team Lead Project Leadership Associates
THIS JOB HAS EXPIRED Description
PLA is seeking a Senior Consultant that will function as a Help Desk Team Lead at our Sacramento office to help us to grow our Managed Services Group. This technical position will be responsible for providing support to clients in an environment that gives them access to a small to mid-size class level of support.
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)
Maintain ?base level? skills and knowledge in the following core technologies:
Desktop O/S: Windows 98, NT, 2000, XP, Vista, W7 & W8.
Desktop Applications: Office 2003/2007/2010, Project, Visio, Adobe, Anti-Virus, Anti-Spyware, etc.
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.
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 implementing and troubleshooting Windows Mobile, BlackBerry, Android, and iPhone devices.
Experience troubleshooting both network and local printing issues.
Base-level administration of 2000/03/08 Server and Active Directory.
Proficient in implementing and maintaining corporate backup solutions.
Exchange 2000/03/07/10 Server and mail system administration experience a plus.
Experience documenting network and desktop environments.
Billable time goals should be achieved through escalations from the RHD Consultants, HD management activities for large Help Desk clients, and Footprints Knowledgebase and Workflow consulting.
Real time tracking of team ticket queues to limit SLA breaches.
Coordinate and approve all ticket escalations to SC/TS/TA resources. Coordinate and assist MS-Gen or use internal resources with onsite/break-fix dispatches and requests.
Weekly review of timesheets. Weekly RHD team meetings and email updates.
RHD training ? technical, RHD training ? account by account with MCs
Client & employee RHD onboarding
Provide point of communication, support and updates to Managing Consultants on client issues. Implement requests from MCs.
Assist Management and System Administrators with call volume and incident reporting analysis, SharePoint DMS, and Footprints Knowledgebase adoption and use.
Identify new opportunities (projects, additional managed services, help desk, etc.) at existing clients and communicate them to Engagement Manager (senior consultant Sales Influence goal is 100k).
Identify new service offerings for revenue generation and communicate to Managed Services Operations Manager or Practice Director.
Work with MCs and account team on ensuring a high level of client satisfaction. Coordinate resources with the needs of Managing Consultants.
Outstanding written and oral communication skills
Exceptional customer service skills
Expert troubleshooting skills for complex technical issues
||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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