Desktop Support Lead
$74,880–$84,989 year
On-siteCypress, California, United States
Job Summary
Monitor the IT Service Desk ticket queue, assign requests by priority and complexity, and act as the escalation point for advanced technical issues. Resolve complex hardware, software, and connectivity problems for Windows environments, Microsoft Office 365, and Autodesk applications. Manage user accounts via Active Directory, deploy workstations, and perform preventative maintenance using power tools for equipment installation. Compile weekly reports on SLA performance and analyze ticket trends to recommend process improvements that enhance service quality and efficiency. Maintain accurate asset inventory and documentation standards across the support team.
Required Qualifications
- High school diploma, GED or equivalent
- CompTIA A+ certification
- 7+ years of desktop, help desk, or technical support experience in an enterprise environment
- 2+ years of experience serving as a senior technician or technical lead with demonstrated success assigning work, prioritizing tasks, and coordinating technician workloads
- Excellent communication and customer service skills
- Willing to travel or commute to different offices as needed
- Strong problem-solving skills and attention to detail
- Ability to work independently and as part of a team
- Proven experience with Windows operating systems and basic troubleshooting
- Experience in Microsoft Active Director (AD)
- Proficiency in Office 365 applications
- Ability to use power tools, such as drills, for mounting equipment
- Must be able to lift up to 50 pounds, including team lifting when necessary
- Must have sufficient visual acuity to read printed and digital documents
- Ability to install and mount IT equipment in office and conference room environments
- Must be currently authorized to work in the United States on an ongoing, permanent basis without the need for current or future visa sponsorship
Desired Qualifications
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
- Microsoft Certified Professional, or other CompTIA certificates
- Experience with Autodesk products
- Experience in the construction industry, or similar fast-paced industries
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