What are the responsibilities and job description for the Help Desk / Desktop Support Specialist position at LERETA, LLC?
Job Details
Description
The Help Desk/ Desktop Support Specialist serves as an advanced Tier 2 technical resource within LERETA’s IT Support organization. This role functions as a senior escalation point, providing expert-level troubleshooting and resolution of complex technical issues while ensuring minimal disruption to business operations. This position plays a critical role in maintaining system stability, data security, and operational continuity across the enterprise. The Senior IT Support Specialist works independently, exercises sound technical judgment, collaborates cross-functionally, and supports infrastructure initiatives that align with LERETA’s commitment to reliability, compliance, and service excellence.
Key Responsibilities:
Advanced Tier 2 & Escalation Ownership
- Serves as primary escalation point for complex Tier 2 incidents.
- Lead troubleshooting efforts for multi-system issues impacting business operations
- Performs root cause analysis and implement long-term corrective actions
- Manages high-priority and high-visibility incidents with urgency and accountability
- Identifies trends and recommends preventative solutions to reduce ticket volume
- Administers and maintain Active Directory (users, groups, GPOs, access controls)
- Supports Microsoft 365 services, identity management, and endpoint policies
- Assists in virtual environment support (VMware/VDI)
- Participates in patch management, endpoint management, and software deployment initiatives
- Contributes to system upgrades, migrations, and technology rollouts
- Coordinates with vendors and manage support cases to resolution
- Oversees workstation imaging standards and deployment processes
- Ensures endpoint security compliance and performance optimization
- Manages hardware lifecycle planning and asset tracking processes
- Supports mobile device management and enterprise mobility solutions
- Mentors and provides guidance to Level I technicians
- Assists in developing support documentation, SOPs, and knowledge base articles
- Recommends workflow improvements to increase efficiency and service quality
- Supports IT audits and compliance initiatives
- Participates in after-hours support rotation as required
- Advanced troubleshooting and diagnostic skills across hardware, OS, and network layers
- Strong understanding of enterprise IT environments
- Excellent communication and stakeholder management skills
- Ability to manage competing priorities with minimal oversight
- Demonstrated ownership mindset and accountability
- Strong analytical thinking and proactive problem-solving
- Ability to influence process improvements and technical standards
- 3 years of progressive IT Support or Desktop Support experience
- Demonstrated experience handling complex Tier 2 escalations independently
- Strong experience with Microsoft Windows environments in a business setting
- Working knowledge of Active Directory administration and group policy
- Experience supporting Microsoft 365 services
- Understanding of networking fundamentals (DNS, DHCP, TCP/IP, authentication)
- Experience with virtualized environments (VMware preferred)
- Experience with endpoint management tools
Salary : $20 - $24