Desktop Support Lead

4 days ago


Beverly Hills, California, United States Ledgent Technology Full time
Job Summary

We are seeking a highly skilled Desktop Support Lead to join our team at Ledgent Technology. As a key member of our IT department, you will be responsible for providing expert-level technical support to our users, troubleshooting complex issues, and leading the Desktop Support Team to ensure seamless IT operations.

Key Responsibilities
  • Provide Tier II desktop support services, serving as an escalation point for Desktop Support Technicians
  • Troubleshoot and resolve escalated incidents and service requests, documenting new or frequently exercised resolution strategies
  • Manage team member workload, cases, and provide necessary advice and guidance to complete/close cases
  • Coach, mentor, and motivate team members to ensure excellent customer service
  • Communicate effectively with the team on IT goals, policies, processes, guidelines, instructions, and changes
  • Monitor intake of incidents and route to desktop technicians, assigning incidents based on skills and work capacity
  • Manage inventory of all IT equipment, whether consumables or items tracked in the Asset Management database
  • Provide creative solutions to user problems and ensure quality control and inventory management standards are met
  • Assist the Desktop Support Manager with reporting tools to determine hardware and software replacement needs
  • Involved in companywide hardware and software rollouts, projects, timelines, and deadlines
Requirements
  • Bachelor's degree in Computer Technology, Computer Science, or IT-related field
  • Relevant IT certifications such as MCSE, MCP, A+, Security+, or Network+ certification
  • 7+ years of experience working in a technical support role in a corporate environment
  • 3+ years of experience working in a Senior Desktop Support or Lead role and experience providing Tier II/III support in a corporate networked environment
  • Solid understanding of hardware, software, and network infrastructure, including operating systems, hardware components, applications, and network protocols
  • Excellent technical knowledge of computer systems, software applications, and hardware peripherals
  • Ability to adapt to changing technologies and continuously learn and improve skills to keep pace with the latest technology trends
  • Excellent documentation skills, with the ability to accurately record and track technical issues, resolutions, and pertinent information
  • Strong technical foundation, excellent problem-solving skills, and a customer-focused mindset
What We Offer

We offer a competitive salary range of $80,000 - $90,000, a dynamic work environment, and opportunities for professional growth and development. If you are a motivated and experienced IT professional looking for a new challenge, please submit your application.


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