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

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