Desktop Team Lead

Introduction

Our client is seeking a Desktop Team Lead. The Desktop Team Lead will be responsible for growing the Desktop team members'' skills and performing day-to-day tasks including responding to user-reported issues, requests, and expediting support tickets. The expectation is that this individual will be technically proficient and will be able to mentor and coach other members of the team to improve their skills. The Desktop Support Lead role presents an opportunity to solve problems of moderate to high complexity without help. Weekend hours and on-call hours as required.

Responsibilities

• Provide technical support for users of desktop hardware and software; users can be in-office, remote offices and at home.
• Troubleshoot application issues including viruses, hard disk diagnostics, file repair, data encryption, etc.
• Track, document, resolve incidents and request security incidents.
• Perform a variety of support activities including working with outside technology vendors and consultants.
• Ensure resolutions of issues are documented accurately with enough detail that indicates the solution.
• Ensure that inventory is assigned to employee appropriately in our inventory program.

Requirements

Qualifications:

• An Associate’s degree in Information Technology is required. Other experience and/or education may be substituted for experience and/or education.
• Must have CompTIA A certification.
• Minimum five (5) years of experience working on Helpdesk.
• Technically proficient on Windows and Apple desktop issues and be able to mentor and coach other members of the team to improve their skills.
• Proficient in administering and supporting Microsoft 365, Microsoft Intune, Active Directory, VPN connectivity, Microsoft Entra ID, and Azure environments.
• Experienced in audiovisual (AV) setup and support for presentations and Microsoft Teams meetings, including microphones, speakers, conferencing equipment, and related collaboration technologies.
• Serve as an escalation point for issues and questions from team members.
• Manage projects that fall under Desktop Support team’s sphere of responsibility.