Lead Technical/Desktop Support Specialist

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Lead Technical/Desktop Support Specialist (Windows)
Location: Onsite 5 Days/Week | Boston, MA
Job Description:
Position Summary

We are seeking a highly skilled and customer-focused Lead Solutions Engineer to join our Employee Tech Services team. This role is pivotal in delivering white-glove, deskside IT support to executives and staff in a fast-paced financial services environment. You will lead the resolution of complex technical issues, drive operational excellence, and ensure seamless end-user experiences across hardware, software, mobile, and AV systems.

Key Responsibilities

Provide Level 1 and 2+ deskside and remote troubleshooting support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.

Troubleshoot and resolve issues related to hardware, software, network, and user credentials.

Coordinate and execute office moves, tech refreshes, infrastructure buildouts, and perform onsite installations.

Maintain and update tickets in alignment with SLA and KPI targets.

Deliver executive-level white-glove support, ensuring high-touch service and discretion.

Lead the deployment of software releases, patches, and system upgrades across end-user devices.

Manage IT asset lifecycle including procurement, inventory, and disposal.

Collaborate with cross-functional IT teams and provide mentorship to junior engineers.

Participate in incident response (P1 P5) and root cause analysis.

Support change, release, and problem management processes.

Experience in Microsoft services including Active Directory, DNS, DHCP, Microsoft 365, Print Server management, and Group Policies (GPOs).

Proficient in Microsoft Windows OS (Windows 10, Windows Server 2019), Virtual Desktop Infrastructure, and workstation imaging.

Competent in Microsoft Office 365 and Azure administration.

Administer security tools such as Putty, FTP, Antivirus, and Robocopy.

Deploy patches and system-related software.

Manage workflow and follow up on helpdesk issues via ticketing systems.

Implement systems-related work through full lifecycle, coordinating with teams and vendors.

Monitor systems and evaluate performance and latency concerns.

Troubleshoot servers, applications, PCs, and network-related equipment.

Document processes, application instructions, and IT-related topics.

Required Qualifications
Bachelor's degree or 5 8 years of relevant IT experience.

Proven experience supporting Windows OS, Microsoft 365, Active Directory, and enterprise collaboration tools.

Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.

Experience with IT Asset Management (ITAM) tools and practices.

Excellent communication, interpersonal, and problem-solving skills.

Ability to manage multiple priorities in a high-pressure environment.

Willingness to work flexible hours, including evenings and weekends, as needed.

Occasional travel to our Braintree, MA location (20 min. away) for onsite support

Preferred Skills & Certifications
Industry certifications (e.g., Microsoft, ITIL, CompTIA).

Experience in a financial services or managed services environment.

Familiarity with performance management, capacity planning, and business relationship management.

Proficiency in using scripting to automate tasks.

Tekshapers is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.