DXC Technology Deskside Support Team Lead in Massachusetts
As the world’s leading independent, end-to-end IT services company, DXC Technology (NYSE: DXC) leads digital transformations for clients by modernizing and integrating their mainstream IT, and by deploying digital solutions at scale to produce better business outcomes. The company’s technology independence, global talent, and extensive partner network enable 6,000 private and public-sector clients in 70 countries to thrive on change. DXC is a recognized leader in corporate responsibility. For more information, visit www.dxc.technology and explore thrive.dxc.technology, DXC’s digital destination for changemakers and innovators.
Essential Job Functions
Subject Matter Expert to technicians, technician training, ticket auditing and data sanitization certificate auditing for accuracy, Service Now reporting on team performance, Service Now queue management of tickets and technician load balancing, Point of Contact for ticket escalations and priority tickets, and creating and updating process documentation.
Troubleshooting and repair of OS's (Win7/Win10), MS Office Suite products including Outlook email and calendar issues, a variety of 3rd party software applications, hardware issues for both PC's and laptops (HP environment), PC/Laptop parts replacement down to the system board level, Apple iDevice support, imaging, data wiping, asset control, and detailed ticket documentation. New hire deployments, and PC refresh deployments, VTC and A/V meeting support.
Service Now ticket system experience required.
Must be able to lead a team in a busy enterprise environment and collaborate with other team leads and technicians.
This is a high volume ticket environment, with strict Service Level Agreements in place.
Good interpersonal skills to work with customers and other unit personnel
Good analytical and problem solving skills
Good communication skills
Good time management and organizational skills
Ability to resolve hardware and equipment problems
Willingness to travel
Heavy lifting of equipment
Excellent attention to detail, customer service skills, multi-tasking skills, ticket management/documentation skills, written and verbal communication skills REQUIRED.
10 years minimum of experience in IT Deskside/Desktop break/fix support, with at least 4 years in an enterprise type environment with 1000+ end users.
Minimum 5 years' experience as a Team Lead, with experience leading larger teams (20+ technicians)
Must have excellent Windows OS and Microsoft Office Suite trouble shooting skills, as well as hardware trouble shooting skills.
Must have reliable transportation, as travel to other sites within the area is required.
May require weekend work
May require shift work
DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities
- DXC Technology Jobs