Lead Desktop Support Technician

Apex Systems; Philadelphia (Philadelphia County); On-site; USD 50,000 - 85,000; Full time

Job summary

An established industry player is seeking a Lead Desktop Support Technician to oversee a team and ensure efficient IT operations. This role involves advanced technical support, team management, and project coordination. You'll be responsible for troubleshooting complex issues, mentoring staff, and managing desktop systems. Join a company that values innovation and offers a comprehensive benefits package, including professional development opportunities and a supportive work environment. If you're passionate about technology and leadership, this is the perfect role for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401K Program

Employee Stock Purchase Program

Employee Assistance Program

Training and Certification Opportunities

Corporate Discounts

Qualifications

• Proven experience in leading and mentoring technical support teams.
• Advanced knowledge in imaging and equipment management.

Responsibilities

• Mentor and guide a team of desktop support technicians.
• Provide advanced technical support for desktops and laptops.
• Lead the creation and setup of hoteling spaces.

Skills

Leadership Skills

Technical Skills

Analytical Skills

Tools

Excel

Job description

Apex Systems is hiring for a Lead Desktop Support Technician, this is a on-site opportunity, located in Philadelphia, PA.

Job Summary:

The Lead Desktop Technician is responsible for providing advanced technical assistance, mentoring onsite support teams, and ensuring the efficient resolution of complex IT issues. This role involves firsthand troubleshooting, documentation of technical processes, training IT staff, and overseeing the successful completion of high-level IT tasks. The Lead Desktop Technician will manage a team of 2-4 technicians, coordinating their activities and ensuring the smooth operation of desktop systems.

Key Responsibilities:

Leadership and Team Management:

• Mentor and guide a team of 2-4 desktop support technicians.

• Coordinate daily activities and specific desktop implementation/upgrade tasks.

• Ensure team adherence to corporate policy guidelines and recommend improvements.

Technical Support:

• Provide advanced technical support for desktops, laptops, printers, and mobile devices.

• Respond to escalated help desk tickets, phone calls, and emails to diagnose and resolve complex IT-related issues.

• Perform advanced troubleshooting of network connectivity issues.

• Oversee the setup and deployment of new computers, peripherals, and software.

• Manage user accounts and reset passwords following company policies.

System Maintenance:

• Install, configure, and update software and operating systems.

• Document and track all issues in the help desk ticketing system.

• Sweep floors of all other IT equipment, count equipment, and order additional items needed for deployment.

User Assistance:

• Provide guidance and training to end-users on advanced IT processes and security best practices.

• Ensure space for people to work while decommissioning the area.

Project Support:

Building Hoteling Spaces:

• Lead the creation and setup of hoteling spaces, ensuring they are equipped with dual monitors, docking stations, keyboards, and mice.

• Ensure spaces are ready for use by employees during the decommissioning process.

Equipment Management:

• Oversee the sweeping of floors to clear all IS equipment

• Count and catalog all equipment, and order additional items needed for deployment.

• Assist in the setup and deployment of new computers, peripherals, and software.

Lab Decommissioning and Hardware Installation:

• Lead lab decommissioning and installation of new hardware.

• Coordinate potential weekend work for moving executives in June, with advance notice.

Advanced Technical Assistance:

• Configure, install, modify, and relocate desktop devices.

• Coordinate with other technical support teams to ensure user satisfaction and device operability.

• Complete all necessary documentation including creating and updating inventory records, hardware problem records, user documentation, licensing data, and status reports according to department standards and procedures.

Skills and Qualifications:

Leadership Skills:

• Proven experience in leading and mentoring technical support teams.

• Strong ability to give direction and manage projects effectively.

Technical Skills:

• Advanced knowledge in imaging, setting up/breaking down equipment, cataloging, and counting equipment.

• Proficient in IT processes with minimal troubleshooting required.

Analytical Skills:

Comfortable with Excel and capable of documenting processes.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [e-mail] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex Benefits Overview:Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.