Onsite IT Support Lead: End-User & Desktop

Softthink Solutions Inc; Santa Monica (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Softthink Solutions Inc. seeks an Onsite Client Services / Desktop Support Lead to oversee end-user support at City locations in Santa Monica. You will coordinate deskside support, troubleshoot hardware/software, and ensure timely issue resolution while aligning with security and procedural guidelines.

The role requires strong customer service, proactive communication, and the ability to work with Level 2 and NOC teams to escalate and document incidents in ServiceNow.

Qualifications

• Desktop support, deskside support, or end-user IT services experience.
• Experience troubleshooting Windows workstations, peripherals, and common business applications.
• Experience with ticketing systems and incident/request management (ServiceNow).
• Strong customer service and communication skills.

Responsibilities

• Provide and coordinate onsite desktop and end-user technical support.
• Troubleshoot hardware, software, workstation, and connectivity issues.
• Support user onboarding, equipment setup, and configuration.
• Coordinate with Level 2 and NOC teams for escalated issues.
• Maintain accurate incident and service request records in ServiceNow.
• Support knowledge transfer and onsite immersion requirements.
• Follow City security, access, and support procedures.

Skills

Desktop support

Customer service

Windows troubleshooting

End-user IT services

Education

Associate’s or Bachelor’s in IT/CS

Equivalent relevant experience

CLETS certification for frontline support

ITIL Foundation (certification)

Tools

ServiceNow

Windows OS

Job description

Softthink Solutions Inc. seeks an Onsite Client Services / Desktop Support Lead to oversee end-user support at City locations in Santa Monica. You will coordinate deskside support, troubleshoot hardware/software, and ensure timely issue resolution while aligning with security and procedural guidelines.

The role requires strong customer service, proactive communication, and the ability to work with Level 2 and NOC teams to escalate and document incidents in ServiceNow.