Lead Desktop Support
About the position
The Lead Desktop Support Specialist provides advanced, frontline support for end users’ computing needs in a hybrid environment (on-site and remote). This role is responsible for hands-on troubleshooting and resolution of issues related to computers, peripherals, printers, and mobile devices; user onboarding and offboarding; account and access management; software installations and updates; and network connectivity. The Lead is a primary escalation point for complex or persistent issues, works closely with cross-functional IT teams, and mentors junior technicians.
Responsibilities
• Deliver advanced hands-on and remote support for Windows/Mac workstations, hardware accessories, printers, and corporate mobile devices.
• Manage onboarding and offboarding tasks, including device provisioning, account setup, permissions, and recovery of assets.
• Administer Email distribution lists, i.e., create and manage distributions lists and shared mailboxes in Microsoft Exchange.
• Troubleshoot and install business applications and coordinate with Endpoint Management for software deployment.
• Provide engineering level support for Office 365 desktop applications, including OneDrive, Teams, and Outlook.
• Investigate and resolve LAN/WiFi/VPN connectivity issues, collaborating with the network and infrastructure teams when necessary.
• Enforce device security and compliance policies (Intune, MFA, password standards)
• Track, replace, and update hardware assets. Support annual asset inventory and audits. Update asset ownership records.
• Serve as an escalation point for unresolved service desk tickets or complex incidents, and coordinate with specialized resolver groups
• Participate in software lifecycle management for user devices, including managing software whitelisting.
• Work with vendor support contacts to resolve technical issues within the end user computing environment.
• Provide high-priority, white-glove support to executives, directors, and vice presidents at headquarters, ensuring rapid incident resolution, and exceptional communication for sensitive or business-critical issues.
Requirements
• 5+ years’ experience in desktop support, with a strong technical background in Windows and Mac environments.
• Advanced troubleshooting skills for hardware, software, and network issues in a corporate setting.
• Experience supporting Office 365, Active Directory, MFA, Exchange, Intune, SCCM, and endpoint security tools.
• Proven ability to manage onboarding/offboarding, asset tracking, and compliance tasks.
• Excellent communication, organization, and documentation skills.
• Ability to independently resolve escalated issues and coordinate with multiple IT teams.
• Industry certifications like MSCA, MCSE, CompTIA A+ or Network+.
• Strong written and oral communication skills
• Strong reporting, and documentation skills
• Strong time management and organizational skills
Benefits
• competitive total compensation
• flexible/remote work
• leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture
Apply tot his job
Apply To this Job
The Lead Desktop Support Specialist provides advanced, frontline support for end users’ computing needs in a hybrid environment (on-site and remote). This role is responsible for hands-on troubleshooting and resolution of issues related to computers, peripherals, printers, and mobile devices; user onboarding and offboarding; account and access management; software installations and updates; and network connectivity. The Lead is a primary escalation point for complex or persistent issues, works closely with cross-functional IT teams, and mentors junior technicians.
Responsibilities
• Deliver advanced hands-on and remote support for Windows/Mac workstations, hardware accessories, printers, and corporate mobile devices.
• Manage onboarding and offboarding tasks, including device provisioning, account setup, permissions, and recovery of assets.
• Administer Email distribution lists, i.e., create and manage distributions lists and shared mailboxes in Microsoft Exchange.
• Troubleshoot and install business applications and coordinate with Endpoint Management for software deployment.
• Provide engineering level support for Office 365 desktop applications, including OneDrive, Teams, and Outlook.
• Investigate and resolve LAN/WiFi/VPN connectivity issues, collaborating with the network and infrastructure teams when necessary.
• Enforce device security and compliance policies (Intune, MFA, password standards)
• Track, replace, and update hardware assets. Support annual asset inventory and audits. Update asset ownership records.
• Serve as an escalation point for unresolved service desk tickets or complex incidents, and coordinate with specialized resolver groups
• Participate in software lifecycle management for user devices, including managing software whitelisting.
• Work with vendor support contacts to resolve technical issues within the end user computing environment.
• Provide high-priority, white-glove support to executives, directors, and vice presidents at headquarters, ensuring rapid incident resolution, and exceptional communication for sensitive or business-critical issues.
Requirements
• 5+ years’ experience in desktop support, with a strong technical background in Windows and Mac environments.
• Advanced troubleshooting skills for hardware, software, and network issues in a corporate setting.
• Experience supporting Office 365, Active Directory, MFA, Exchange, Intune, SCCM, and endpoint security tools.
• Proven ability to manage onboarding/offboarding, asset tracking, and compliance tasks.
• Excellent communication, organization, and documentation skills.
• Ability to independently resolve escalated issues and coordinate with multiple IT teams.
• Industry certifications like MSCA, MCSE, CompTIA A+ or Network+.
• Strong written and oral communication skills
• Strong reporting, and documentation skills
• Strong time management and organizational skills
Benefits
• competitive total compensation
• flexible/remote work
• leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture
Apply tot his job
Apply To this Job