Support Desk Lead — Microsoft 365 & AV Specialist

ER Associates; Chevy Chase, Northern (MD, KY); Hybrid; USD 75,000 - 110,000; Full time

Job summary

ER Associates in Chevy Chase, MD is seeking a Support Desk Lead to join our IT support team onsite. You will serve as the Tier 2/3 escalation point, handling Microsoft 365 workloads, hardware provisioning, and conference room AV support to ensure smooth operations.

You will mentor junior staff, develop end-user documentation, and drive process improvements across asset inventories, help desk analytics, and onboarding for new hires and contractors.

Qualifications

• 5+ years in IT support or help desk roles, with escalation experience.
• In-depth knowledge of Microsoft 365, Windows OS, and endpoint management tools (Intune, SCCM, etc.).
• Experience provisioning laptops using Autopilot or imaging techniques.
• Hands-on support for conference room equipment, AV systems, and remote collaboration tools.
• Proficiency in Power Apps and reporting via Power BI, Excel, or similar.

Responsibilities

• Serve as the Tier 2/3 escalation point for complex issues.
• Provide expert-level support for Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive, Windows).
• Diagnose and resolve hardware, software, and networking issues; support peripheral and mobile devices.
• Support conference room AV technologies (Teams Rooms, Zoom Rooms, projectors, displays, audio).
• Lead imaging, configuration, and deployment of laptops and peripherals for new hires and contractors.

Skills

Communication skills

Customer service

Leadership/mentoring

Documentation & training

On-site support

Tools

Microsoft 365

Intune

Autopilot

Azure AD

Defender

Power Apps

Power BI

Excel

Teams

Job description

ER Associates in Chevy Chase, MD is seeking a Support Desk Lead to join our IT support team onsite. You will serve as the Tier 2/3 escalation point, handling Microsoft 365 workloads, hardware provisioning, and conference room AV support to ensure smooth operations.

You will mentor junior staff, develop end-user documentation, and drive process improvements across asset inventories, help desk analytics, and onboarding for new hires and contractors.