Desktop Support Lead

At Murray Company, how we operate is defined by shared values that are 100 years in the making
-Safety, Quality, Honesty, Hard Work and Pride of Ownership. These values have led to our company consistently being in the top 15% on ENRs Best Specialty Contractor's list. Bring your enthusiasm and unique perspective to Murray Company where you will have the opportunity to grow with us professionally, personally, and financially. Join a team that cares about helping you thrive and succeed.

You'll work alongside talented colleagues while establishing lifelong friendships and making a difference in our company and the specialty contracting community. As a part of Murray Company, you'll build long-term wealth by enjoying employee-ownership, great compensation, health & wellness benefits, and matched 401(k) retirement plan.

The Desktop Support Lead will serve as the technical expert for advanced end-user support. This is a hands-on role for someone who enjoys solving complex technical challenges, coordinating daily support operations, and improving the overall employee technology experience. As the Desktop Support Lead, you'll oversee the daily Service Desk workflow, assign and prioritize support requests, serve as the escalation point for complex issues, and help ensure our team consistently delivers exceptional service.

You'll also play a key role in reporting, documentation, asset management, and continuous process improvement. This role does not have direct supervisory responsibilities.

This position will be based onsite at our company headquarters in Cypress, CA 90630.

• Serve as the primary owner of the IT Service Desk ticket queue, monitoring incoming requests throughout the day.
• Assign support tickets based on priority, business impact, technician availability, and technical complexity.
• Act as the primary escalation point for advanced, complex, or unresolved technical issues.
• Monitor ticket progress to ensure timely resolution and compliance with established Service Level Agreements (SLAs).
• Follow up on aging or stalled tickets to prevent service delays.
• Review ticket documentation to ensure issue descriptions, categorization, priority levels, resolution notes, and time entries are accurate and complete.
• Promote consistent service desk processes, documentation standards, and best practices across the support team.

• Provide advanced technical support for Windows operating systems, desktop hardware, peripherals, and software applications.
• Troubleshoot and resolve complex hardware, software, networking, printer, and connectivity issues.
• Support and administer Microsoft Office 365 applications and services.
• Assist with Autodesk software installations, licensing, updates, and troubleshooting.
• Configure, deploy, and maintain desktops, laptops, mobile devices, printers, and related hardware.
• Set up workstations for corporate and remote employees, including hardware installation, software configuration, user provisioning, and network connectivity.
• Perform preventative maintenance, operating system updates, software deployments, and hardware replacements.
• Utilize Active Directory (AD) to manage user accounts, permissions, security groups, and password resets.
• Use power tools, including drills, to install televisions, conference room equipment, monitors, and other IT-related hardware as needed.
• Compile weekly Service Desk reports detailing SLA performance, ticket metrics, and key performance indicators (KPIs).
• Analyze ticket trends, recurring incidents, and operational bottlenecks to identify opportunities for improvement.
• Recommend and implement process improvements that increase efficiency, improve service quality, and help the team consistently meet SLA objectives.
• Collaborate with the IT Manager on service improvements, technology initiatives, and operational planning.

• Maintain accurate inventory records for all IT assets, including hardware, software licenses, warranties, maintenance agreements, and assigned equipment.
• Document technical procedures, troubleshooting steps, and issue resolutions within the…