Lead Helpdesk & Desktop Support

We are seeking a highly motivated and customer-focused Lead Helpdesk & Desktop Support Analyst to provide daily IT support operations and provide technical leadership for endpoint management, classroom technology, printing services, and user support. This role serves as the primary onsite technical resource for students, faculty, and staff, ensuring reliable technology services that support the College's academic and administrative mission.

The successful candidate will combine strong technical troubleshooting skills with exceptional customer service, project coordination, and operational leadership. This position plays a critical role in maintaining campus technology infrastructure, supporting institutional events, and driving modernization initiatives.

This position supports a mix of legacy and modern technologies and plays a key role in ongoing campus technology modernization efforts technology.

Essential Duties and Responsibilities:

• Lead daily Tier 1/ Tier 2 IT support operations and serve as the primary point of contact for IT support requests, providing first-level technical assistance via to students, faculty, and staff through walk-in, phone, email, and ticketing systems.
• Troubleshoot and resolve hardware, software, network connectivity, printing, and account-related issues.
• Accurately document, track, prioritize, and resolve incidents and service requests while ensuring compliance with established Service Level Agreements (SLAs).
• Escalate complex technical issues to appropriate Tier III teams and collaborate closely with OculusIT's remote support and operations teams for timely resolution.
• Configure, deploy, and maintain workstations, user accounts, software installations, and peripheral devices.
• Support Microsoft 365 applications, Google Workspace, collaboration tools, and endpoint technologies across Windows and macOS environments.
• Support password resets, MFA enrollment, and access management processes.
• Administer and support campus printing infrastructure, including printer deployments and troubleshooting printing/scanning and print server issues.
• Manage Xerox printer fleet operations through vendor coordination and oversight of installations, replacements, and maintenance.
• Maintain accurate IT asset inventory records for equipment and software, tracking deployments, assignments, and hardware lifecycle status.
• Coordinate equipment collection/redeployment for separated employees and support annual inventory audits and asset reporting.
• Support and troubleshoot classroom AV systems, Zoom Rooms, and conference room/hybrid meeting technologies (projectors, microphones, cameras, and presentation systems), including assistance with technology upgrades and standardization.
• Provide technical support for high-profile campus events, including Board of Trustees meetings, commencement, and other special events.
• Assist campus infrastructure projects, including network equipment deployments, connectivity troubleshooting, hardware installations/relocations, and UPS maintenance.
• Manage Deep Freeze environments and endpoint recovery, and participate in disaster recovery and business continuity efforts.
• Deliver a high-touch customer experience by maintaining professionalism, responsiveness, and a solutions-oriented approach in all interactions.
• Support cybersecurity awareness initiatives, endpoint security compliance, vulnerability remediation efforts, and security incident response activities in coordination with the College's security team.
• Perform basic network troubleshooting, including switches, wireless connectivity, network drops, VLAN-related issues, and coordination with OculusIT and third-party vendors.

Required Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 5 years of desktop support, helpdesk, or IT operations experience ( Preferably in High Education environments)
• Strong knowledge of Windows and macOS operating systems.
• Experience with Active Directory, Microsoft 365, and Google Workspace administration.
• Experience with endpoint deployment, imaging, and device management.
• Strong troubleshooting and customer service skills.
• Excellent verbal and written communication skills.
• Ability to lift and move IT equipment up to 50 pounds.
• Ability to work occasional evenings and weekends in support of system maintenance, technology deployments, commencement, Board meetings, orientation, registration, and other institutional events.
• Ability to work on-site 100% of time and provide in-person support throughout the Menlo College campus.
• Ability to exercise independent judgment and discretion in resolving technical issues and prioritizing competing operational needs.

Preferred Qualifications:

• Experience with SentinelOne, Deep Freeze, or similar endpoint management platforms.
• Experience administering Zoom, Goto, or other collaboration platforms.
• Experience supporting classroom AV systems and conference room technology.
• Knowledge of print management systems and Xerox environments.
• Experience with asset management and inventory systems.
• Experience working within a Managed Services, IT Outsourcing, or Client Support environment
• IT certifications such as CompTIA A , Network , Google Workspace or equivalent.

Leadership & Project Responsibilities:

• Serve as a senior technical resource for frontline IT operations.
• Mentor and assist Junior and temporary technical support staff.
• Lead desktop refresh, printer deployment, and technology rollout projects.
• Coordinate vendor activities related to hardware, printing, and endpoint services.
• Identify opportunities for process improvement, automation, and service enhancement.
• Exercise independent judgment and discretion in planning, prioritizing, and executing IT operations, technology projects, vendor coordination, and service delivery initiatives.

Success Factors:

The ideal candidate will demonstrate:

• Strong customer-service orientation.
• Excellent troubleshooting and analytical skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and documentation skills.
• Initiative, accountability, and a commitment to continuous improvement.
• Ability to work independently while collaborating effectively with technical and non-technical stakeholders.
• Ability to maintain a professional presence and provide executive-level support to senior leadership, faculty, and external stakeholders.