Desktop Support Lead

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Desktop Support Lead

Department: Information Technology

Reports To: Regional Desktop Support Manager

Position Level: Technical Lead / Tier 2 Support

Employment Type: Full-Time

Position Summary

We are seeking a highly motivated and technically skilled Desktop Support Lead to provide advanced technical support, assist with daily IT operations, and serve as a primary escalation point for Desktop Support Technicians.

This position will play a key role in maintaining endpoint stability, resolving complex technical issues, supporting enterprise applications, and ensuring consistent IT service delivery across assigned locations.

The Desktop Support Lead will work closely with the Regional Desktop Support Manager to implement technical solutions, improve troubleshooting processes, support IT initiatives, and mentor junior technicians.

The ideal candidate will possess strong troubleshooting abilities, experience supporting Windows enterprise environments, and the ability to independently diagnose and resolve technical issues while providing technical guidance to other team members.

Key Responsibilities

1. Advanced Technical Support & Troubleshooting

• Serve as the primary escalation point for Tier 1 Desktop Support Technicians.
• Diagnose and resolve complex Windows 10/11 operating system, software, hardware, and connectivity issues.
• Troubleshoot domain authentication, user profiles, Group Policy, and enterprise application issues.
• Analyze Windows Event Viewer logs, application logs, and system performance data to identify root causes.
• Troubleshoot VPN connectivity, DNS, DHCP, network adapters, and other endpoint networking issues.
• Support enterprise applications, including contact center software, softphones, authentication platforms, and endpoint security tools.
• Identify recurring technical issues and recommend long-term solutions rather than temporary workarounds.
• Escalate unresolved or high-impact incidents to the Regional Desktop Support Manager or appropriate infrastructure teams.

2. Active Directory & User Administration

• Perform advanced user and computer administration within Active Directory.
• Troubleshoot account lockouts, authentication failures, password issues, and domain connectivity.
• Manage user and computer objects, organizational units, and security group memberships within authorized permissions.
• Support Group Policy troubleshooting and assist with implementing approved policy changes.
• Assist with identity and access management solutions, including Okta and multifactor authentication.
• Ensure account management activities follow established security policies and access controls.

3. Endpoint Management & Software Deployment

• Utilize endpoint management solutions.

• Assist with remote software installation, updates, application removal, and troubleshooting.
• Support Windows imaging and deployment processes using technologies such as MDT and Windows Deployment Services (WDS).
• Assist with Windows operating system upgrades, patching, and endpoint compliance initiatives.
• Perform BIOS, firmware, and driver updates as required.
• Monitor endpoint health and identify systems requiring maintenance or remediation.
• Validate deployments and document failures, resolutions, and remediation steps.

4. PowerShell & Technical Automation

• Utilize PowerShell to perform administrative tasks, collect system information, and troubleshoot endpoint issues.
• Execute and maintain approved PowerShell scripts for software deployment, system configuration, and maintenance.
• Identify repetitive support activities that could benefit from automation.
• Assist with developing and testing scripts to improve technical support efficiency.
• Troubleshoot script execution failures and provide detailed findings to management.
• Follow established change management and testing procedures before deploying scripts into production environments.

5. Team Leadership & Technical Mentorship

• Provide day-to-day technical guidance and assistance to Tier 1 Desktop Support Technicians.
• Assist technicians with troubleshooting methodologies and proper incident escalation.
• Help onboard and train new Desktop Support employees.
• Promote consistent troubleshooting, documentation, and customer service standards.
• Review recurring support issues and share technical knowledge with the team.
• Assist the Regional Desktop Support Manager in identifying technical training opportunities.
• Serve as the acting technical point of contact when the Regional Desktop Support Manager is unavailable, within delegated authority.

6. Incident Management & Operational Support

• Monitor assigned support queues and assist with prioritizing incidents based on urgency and business impact.
• Coordinate technical troubleshooting during workstation or application outages.
• Communicate incident status, troubleshooting findings, and resolution updates to management and affected stakeholders.
• Assist with root cause analysis and incident documentation.
• Work with networking, systems engineering, security, and application support teams to resolve complex issues.
• Ensure incidents are documented accurately and resolved within established service-level expectations.
• Identify patterns in support tickets and recommend process improvements.

7. IT Standards, Compliance & Documentation

• Ensure endpoint configurations follow established IT security and operational standards.
• Assist with maintaining accurate workstation inventory and asset information.
• Support endpoint security compliance, patching, and remediation efforts.
• Develop and maintain technical documentation, troubleshooting guides, and standard operating procedures.
• Assist with testing new software, operating system updates, and IT solutions before production deployment.
• Support audits and compliance initiatives by providing endpoint configuration and inventory information.

Required Qualifications

• 3-5 years of professional IT support experience, preferably within an enterprise environment.
• Strong knowledge of Windows 10/11 operating systems and desktop troubleshooting.
• Hands-on experience with Active Directory user and computer administration.
• Working knowledge of Group Policy and Windows domain environments.
• Experience troubleshooting enterprise applications, hardware, software, and network connectivity.
• Working knowledge of PowerShell scripting and command-line troubleshooting.
• Experience with remote desktop support and endpoint management tools.
• Strong understanding of DNS, DHCP, TCP/IP, VPN, and basic networking concepts.
• Ability to independently troubleshoot complex technical issues.
• Strong written and verbal communication skills.
• Ability to prioritize multiple technical issues in a fast-paced environment.
• Demonstrated ability to mentor or assist less-experienced technicians.

Preferred Qualifications

• Experience with PDQ Deploy and PDQ Inventory.
• Experience with Microsoft Deployment Toolkit (MDT), Windows Deployment Services (WDS), or similar imaging solutions.
• Experience supporting Okta, YubiKey, or other multifactor authentication solutions.
• Familiarity with endpoint security solutions such as CrowdStrike Falcon.
• Experience supporting contact center technologies such as NICE CXone, Genesys, or similar platforms.
• Intermediate PowerShell scripting and automation experience.
• Familiarity with Windows update management, BIOS updates, and driver deployment.
• Experience supporting multiple sites or remote users.
• CompTIA A+, Network+, Microsoft, or equivalent technical certifications.
• Previous experience serving as a senior technician, escalation technician, or technical lead.

Performance Expectations

Success in this role will be measured through:

• Timely resolution of escalated technical incidents.
• Reduction in repeat incidents through effective root cause analysis.
• Consistent adherence to established service-level agreements.
• Quality and accuracy of technical documentation.
• Improved Tier 1 troubleshooting capabilities through mentorship.
• Successful execution of assigned deployment and maintenance activities.
• Proactive identification of endpoint issues and opportunities for operational improvement.
• Effective communication and collaboration with IT management and cross-functional teams.

Role Scope & Authority

The Desktop Support Lead is a hands-on technical leadership position

The individual will be expected to independently handle routine technical escalations, coordinate daily technical support activities, and provide guidance to Desktop Support Technicians.

Responsibilities involving departmental strategy, staffing decisions, employee performance management, budget approval, regional resource allocation, and major infrastructure changes will remain under the Regional Desktop Support Manager.

The Desktop Support Lead may assist with these initiatives as assigned but will not have independent authority to make management-level decisions.

Career Development

This position provides opportunities to develop advanced technical and leadership skills while gaining exposure to enterprise endpoint management, systems administration, scripting, infrastructure support, and IT operations.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!