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