Desktop Support Lead

Diverse Lynx; Stamford (CT); On-site; USD 70,000 - 90,000; Full time

Job summary

A technology service provider in Connecticut is seeking a Desktop Support Lead to provide Tier II support, troubleshoot issues, and assist in daily operations. The role requires expertise in hardware, software, and network services. The ideal candidate should have experience with Windows and Mac OS management, and the ability to resolve escalation tickets. The company promotes a diverse workforce across all levels.

Qualifications

• Experience in Tier II desktop support services.
• Ability to troubleshoot complex IT issues effectively.
• Familiarity with hardware, software, and network services.

Responsibilities

• Provide Tier II support for hardware, software, and network services.
• Resolve escalation tickets for IT hardware and software.
• Assist in the architecture and maintenance of desktop environments.

Skills

Tier II support

Technical troubleshooting

Windows and Mac OS management

Hardware and software deployment

Remote support

Tools

VPN

Virtual environments

Job description

The Desktop Support Lead is responsible for providing Tier II desktop support services, troubleshooting complex issues, and offering technical guidance to the Desktop Support Team. This role also involves assisting the Desktop Support Manager with daily operations, including incident management, request fulfillment, provisioning, maintenance, and break/fix management.

The position ensures effective IT support within the desktop environment, adhering to SOPs to deliver timely resolutions to customer issues. Key responsibilities include:

1. Providing Tier II support for hardware, software, and network services.
2. Resolving escalation tickets related to IT hardware and software, including laptops, desktops, tablets, mobile devices, printers, and VPN issues.
3. Assisting in the architecture, implementation, and maintenance of desktop environments, including installation, upgrades, troubleshooting, and software deployment for Windows and Mac OS.
4. Supporting system images, virtual environments, and Mac OS management.
5. Diagnosing and resolving complex end-user device incidents via desktop and remote support.
6. Creating secure baseline images and customizing Windows OS images.
7. Supporting application packaging, deployment, and release documentation in an enterprise setting.
8. Overseeing hardware and software deployment projects.
9. Maintaining classroom and lab computers, ensuring they are updated before the semester begins.
10. Providing technical guidance and collaborating with Tier 3 support as needed.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive consideration without discrimination. We evaluate applicants based on ability, competence, and proven capability to perform the role. We support a diverse workforce across all company levels.