Desktop Support Technical Lead

What you'll do

• Provide direct desk-side support to customers and troubleshoot hardware and software issues.
• Manage and resolve customer tickets according to established Service Level Requirements.
• Assist other technicians in resolving complex technical issues and provide advanced guidance.
• Troubleshoot and resolve local and networked multi-function devices, printers, and other hardware.
• Process retiring computers by clearing BIOS, removing SSDs, and completing return shipment paperwork.
• Order and replace computer components and manage the return of defective parts.
• Serve as the backup to the Site Operations Lead.
• Work VIP tickets as needed to ensure high-priority issues are addressed.

What we're looking for

• DoD Secret Clearance
• HS diploma with 4+ years of prior relevant experience, or additional related education or certifications in lieu of experience
• Valid DoD 8570 IAT Level II: Security+ or higher Certification
• Expertise in IT Enterprise Operations
• Excellent customer service, oral, and written communication skills
• Ability to lift 50 lbs, work in confined/noisy spaces, and use hand tools and digital test equipment like OTDR
• Valid state driver's license and ability to drive to different sites within the North Island group
• Organized, detail-oriented, and strong leadership skills (preferred)
• Strong collaboration, prioritization, adaptability, and relationship building skills (preferred)
• Ability to manage own and team work, make independent decisions, and think analytically (preferred)