{"id":3796728,"url":"https://alion.io/job/vxi-global-solutions-desktop-support-lead","title":"Desktop Support Lead","company":{"id":2353088,"name":"VXI Global Solutions","domain":"vxi.com","url":"https://alion.io/company/vxi-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":36,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Incident Management","optional":false},{"name":"Okta","optional":false},{"name":"PowerShell","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Crowdstrike","optional":true}],"status":"live","first_seen_at":"2026-11-05T09:45:50Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-09T19:57:55Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"It's fun to work in a company where people truly BELIEVE in what they are doing!\nWe're committed to bringing passion and customer focus to the business.\nDesktop Support Lead\nDepartment: Information Technology\nReports To: Regional Desktop Support Manager\nPosition Level: Technical Lead / Tier 2 Support\nEmployment Type: Full-Time\nPosition Summary\nWe 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.\nThis 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.\nThe 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.\nThe 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.\nKey Responsibilities\n1. Advanced Technical Support & Troubleshooting\nServe as the primary escalation point for Tier 1 Desktop Support Technicians.\nDiagnose and resolve complex Windows 10/11 operating system, software, hardware, and connectivity issues.\nTroubleshoot domain authentication, user profiles, Group Policy, and enterprise application issues.\nAnalyze Windows Event Viewer logs, application logs, and system performance data to identify root causes.\nTroubleshoot VPN connectivity, DNS, DHCP, network adapters, and other endpoint networking issues.\nSupport enterprise applications, including contact center software, softphones, authentication platforms, and endpoint security tools.\nIdentify recurring technical issues and recommend long-term solutions rather than temporary workarounds.\nEscalate unresolved or high-impact incidents to the Regional Desktop Support Manager or appropriate infrastructure teams.\n2. Active Directory & User Administration\nPerform advanced user and computer administration within Active Directory.\nTroubleshoot account lockouts, authentication failures, password issues, and domain connectivity.\nManage user and computer objects, organizational units, and security group memberships within authorized permissions.\nSupport Group Policy troubleshooting and assist with implementing approved policy changes.\nAssist with identity and access management solutions, including Okta and multifactor authentication.\nEnsure account management activities follow established security policies and access controls.\n3. Endpoint Management & Software Deployment\nUtilize endpoint management solutions.\nAssist with remote software installation, updates, application removal, and troubleshooting.\nSupport Windows imaging and deployment processes using technologies such as MDT and Windows Deployment Services (WDS).\nAssist with Windows operating system upgrades, patching, and endpoint compliance initiatives.\nPerform BIOS, firmware, and driver updates as required.\nMonitor endpoint health and identify systems requiring maintenance or remediation.\nValidate deployments and document failures, resolutions, and remediation steps.\n4. PowerShell & Technical Automation\nUtilize PowerShell to perform administrative tasks, collect system information, and troubleshoot endpoint issues.\nExecute and maintain approved PowerShell scripts for software deployment, system configuration, and maintenance.\nIdentify repetitive support activities that could benefit from automation.\nAssist with developing and testing scripts to improve technical support efficiency.\nTroubleshoot script execution failures and provide detailed findings to management.\nFollow established change management and testing procedures before deploying scripts into production environments.\n5. Team Leadership & Technical Mentorship\nProvide day-to-day technical guidance and assistance to Tier 1 Desktop Support Technicians.\nAssist technicians with troubleshooting methodologies and proper incident escalation.\nHelp onboard and train new Desktop Support employees.\nPromote consistent troubleshooting, documentation, and customer service standards.\nReview recurring support issues and share technical knowledge with the team.\nAssist the Regional Desktop Support Manager in identifying technical training opportunities.\nServe as the acting technical point of contact when the Regional Desktop Support Manager is unavailable, within delegated authority.\n6. Incident Management & Operational Support\nMonitor assigned support queues and assist with prioritizing incidents based on urgency and business impact.\nCoordinate technical troubleshooting during workstation or application outages.\nCommunicate incident status, troubleshooting findings, and resolution updates to management and affected stakeholders.\nAssist with root cause analysis and incident documentation.\nWork with networking, systems engineering, security, and application support teams to resolve complex issues.\nEnsure incidents are documented accurately and resolved within established service-level expectations.\nIdentify patterns in support tickets and recommend process improvements.\n7. IT Standards, Compliance & Documentation\nEnsure endpoint configurations follow established IT security and operational standards.\nAssist with maintaining accurate workstation inventory and asset information.\nSupport endpoint security compliance, patching, and remediation efforts.\nDevelop and maintain technical documentation, troubleshooting guides, and standard operating procedures.\nAssist with testing new software, operating system updates, and IT solutions before production deployment.\nSupport audits and compliance initiatives by providing endpoint configuration and inventory information.\nRequired Qualifications\n3-5 years of professional IT support experience, preferably within an enterprise environment.\nStrong knowledge of Windows 10/11 operating systems and desktop troubleshooting.\nHands-on experience with Active Directory user and computer administration.\nWorking knowledge of Group Policy and Windows domain environments.\nExperience troubleshooting enterprise applications, hardware, software, and network connectivity.\nWorking knowledge of PowerShell scripting and command-line troubleshooting.\nExperience with remote desktop support and endpoint management tools.\nStrong understanding of DNS, DHCP, TCP/IP, VPN, and basic networking concepts.\nAbility to independently troubleshoot complex technical issues.\nStrong written and verbal communication skills.\nAbility to prioritize multiple technical issues in a fast-paced environment.\nDemonstrated ability to mentor or assist less-experienced technicians.\nPreferred Qualifications\nExperience with PDQ Deploy and PDQ Inventory.\nExperience with Microsoft Deployment Toolkit (MDT), Windows Deployment Services (WDS), or similar imaging solutions.\nExperience supporting Okta, YubiKey, or other multifactor authentication solutions.\nFamiliarity with endpoint security solutions such as CrowdStrike Falcon.\nExperience supporting contact center technologies such as NICE CXone, Genesys, or similar platforms.\nIntermediate PowerShell scripting and automation experience.\nFamiliarity with Windows update management, BIOS updates, and driver deployment.\nExperience supporting multiple sites or remote users.\nCompTIA A+, Network+, Microsoft, or equivalent technical certifications.\nPrevious experience serving as a senior technician, escalation technician, or technical lead.\n\nPerformance Expectations\nSuccess in this role will be measured through:\nTimely resolution of escalated technical incidents.\nReduction in repeat incidents through effective root cause analysis.\nConsistent adherence to established service-level agreements.\nQuality and accuracy of technical documentation.\nImproved Tier 1 troubleshooting capabilities through mentorship.\nSuccessful execution of assigned deployment and maintenance activities.\nProactive identification of endpoint issues and opportunities for operational improvement.\nEffective communication and collaboration with IT management and cross-functional teams.\nRole Scope & Authority\nThe Desktop Support Lead is a hands-on technical leadership position\nThe individual will be expected to independently handle routine technical escalations, coordinate daily technical support activities, and provide guidance to Desktop Support Technicians.\nResponsibilities 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.\nThe Desktop Support Lead may assist with these initiatives as assigned but will not have independent authority to make management-level decisions.\nCareer Development\nThis 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.\nIf you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!","description_format":"text","description_chars":9348,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-05T09:45:50Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":62500,"route":null,"cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, 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