Information Technology Support Team Lead - Los Angeles, United States - The Phoenix Group

Description

The GTS Office Lead role entails providing comprehensive hardware and software assistance to all members of the firm.

This role involves maintaining, configuring, installing, and relocating computer hardware, while also acting as a focal point for addressing complex issues.

The Engineer will be responsible for planning and executing projects in line with the objectives of the Global Technology Solutions (GTS) department.

Office Leads will oversee the operation of office networks and IDF room, including managing vendor accounts, deploying network devices, and troubleshooting hardware issues.

Additionally, they will play a pivotal role in onboarding new users by configuring, supplying, and providing training on the firm's hardware.

Primary Responsibilities
Address user issues logged through our ITSM tool, ServiceNow, and manage tickets throughout the resolution process.
Monitor and ensure timely resolution of all tickets in the queue, including escalations.
Handle the relocation, configuration, installation, and setup of computer equipment, operating systems, and application software.
Diagnose and resolve hardware and equipment failures.
Offer user support for Apple device hardware and management systems.
Maintain accurate equipment inventories.
Contribute to or execute projects as required, including conducting research and data collection.
Ensure workstations are protected against malware and facilitate antivirus updates.
Mentor Level I and II technicians and serve as an escalation point for complex issues.
Provide Audio Visual (AV) support for conference rooms and multi-location AV conferencing.
Conduct diagnostic checks on AV equipment and ensure its proper functioning.
Undertake any other duties as assigned.
Required Skills and Qualifications

Proficiency in troubleshooting and utilizing various technologies, including but not limited to Active Directory, antivirus software, Apple devices, Cisco Phones/Polycom, LAN/WAN/VLAN systems, MS Office Suite, printers, and Windows OS.

Experience in installing, configuring, and troubleshooting computer hardware.
Strong problem-solving abilities, particularly with Microsoft Office and typical desktop applications.
Excellent customer service and communication skills, with the ability to explain technical issues in simple terms.
Familiarity with Project Management processes and ITIL frameworks.
Willingness to share knowledge and mentor others.
Education and Experience
4-7 years of experience in computer hardware configuration and repair within a network environment.
At least 3 years of customer service-focused experience in end-user computer support.
High school diploma required; Associate's Degree in Computer Science or related field preferred.
A+ certification is a plus.
Additional Information

Physical requirements include the ability to lift and carry up to 30 pounds, and stand or walk for a minimum of 4 hours per day.

Flexibility to split time between offices in San Francisco and Menlo Park.
Availability to work outside standard business hours and participate in on-call shifts.
Salary Range $127,000-$130,000k

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