Lead Help Desk Support Technician

Job Summary

The Lead Help Desk Technician is the primary point of escalation for end-user support and plays a key role in ensuring a smooth and reliable IT experience across the organization. This role blends hands-on technical support with team leadership, helping guide help desk operations, improve processes, and resolve more complex issues.

You’ll act as a bridge between the help desk and infrastructure, supporting day-to-day operations while mentoring junior technicians and helping standardize how IT support is delivered. The right person is comfortable jumping into difficult tickets, identifying patterns in recurring issues, and driving improvements that reduce friction for users.

Essential Job Functions, Duties and Responsibilities

Help Desk Leadership & Support

• Serve as the primary escalation point for complex help desk tickets
• Guide and support junior technicians; provide coaching and knowledge sharing
• Monitor ticket queues to ensure timely resolution and high service quality
• Identify recurring issues and implement solutions to improve efficiency
• Assist in developing and maintaining help desk procedures and documentation

• User & Endpoint Support

• Troubleshoot hardware, software, and access-related issues for end-users
• Manage user accounts and permissions (Active Directory, Microsoft 365)
• Support onboarding and offboarding processes (account setup, device provisioning)
• Configure and deploy laptops, desktops, and mobile devices
• Provide both in-office and remote support

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  Systems & Infrastructure Support

• Assist with administration of Windows environments (AD, DNS, DHCP, Group Policy)
• Support Microsoft 365 services including Exchange Online, Teams, and SharePoint
• Help maintain network connectivity including VPN access, Wi-Fi, and basic firewall tasks
• Assist with system updates, patching, and routine maintenance
• Support backup and recovery processes under direction of senior IT staff

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  Process Improvement & Collaboration

• Help standardize support workflows and improve documentation
• Partner with infrastructure or engineering resources on larger initiatives
• Contribute to improving security practices (MFA, access controls, user awareness)
• Track and report on help desk metrics and performance trends

Position Qualifications

• 3 years of experience in IT support or help desk roles
• Experience with Microsoft environments (Windows, Active Directory, Microsoft 365)
• Strong troubleshooting skills across hardware, software, and basic networking
• Experience mentoring or guiding junior team members preferred
• Excellent communication and customer service skills
• Ability to prioritize and manage multiple issues in a fast-paced environment

Preferred Skills

• Exposure to virtualization (VMware or Hyper-V)
• Familiarity with ticketing systems and IT asset management tools
• Basic networking knowledge (VPN, DNS, DHCP, firewalls)
• Experience supporting hybrid or cloud environments

What Success Looks Like

• Help desk tickets are resolved efficiently and consistently
• End-users have a reliable, low-friction IT experience
• Junior technicians are supported and improving
• Recurring issues are identified and reduced over time
• IT support processes become more structured and scalable

Salary : $45,000 - $60,000