Senior IT Support & Service Desk Lead (Hybrid)

FedPoint; Newington (NH); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

401k match

Annual bonus

Paid time off

Health benefits

Parental leave

Tuition reimbursement

Volunteer program

Wellness program

Job summary

FedPoint seeks a Senior Technical Support Specialist to lead the IT Service Desk, mentor staff, and ensure high-quality end-user support. You will handle daily operational priorities and contribute to process improvements within the IT Infrastructure team.

The role requires 5+ years in IT service support, strong customer service, and a blend of technical depth across Windows, VPN, AD/SharePoint, and hardware. This hybrid position is in Portsmouth, NH, with three days in the office weekly.

Qualifications

• Minimum 5 years of hands-on experience supporting an IT Service Desk.
• High school diploma or equivalent required.
• Proficiency in troubleshooting Microsoft Windows 10/11, Office 2013–365, and hardware.

Responsibilities

• Lead Service Desk operations and mentor junior technicians.
• Support onboarding, terminations, transfers, and leaves.
• Develop and document IT processes and coach staff on best practices.

Skills

Windows 10/11

Office 365

Laptop hardware

Wireless networks

VPN connectivity

IP phones

VDI / Virtual desktops

Antivirus & encryption

Active Directory

SharePoint

Education

High school diploma or equivalent

Tools

Active Directory

SharePoint

VDI / Virtual desktops

Job description

FedPoint seeks a Senior Technical Support Specialist to lead the IT Service Desk, mentor staff, and ensure high-quality end-user support. You will handle daily operational priorities and contribute to process improvements within the IT Infrastructure team.

The role requires 5+ years in IT service support, strong customer service, and a blend of technical depth across Windows, VPN, AD/SharePoint, and hardware. This hybrid position is in Portsmouth, NH, with three days in the office weekly.