Deskside Support Lead

Deskside Support Lead

Job Location:

Onsite – Montpelier, Vermont

The Deskside Support Lead is a senior technical role responsible for overseeing the delivery of onsite end‑user support, ensuring efficient resolution of hardware, software, and infrastructure issues across the organization. This role combines hands‑on technical expertise with leadership responsibilities, guiding day‑to‑day deskside support operations, managing assets, leading deployments, and ensuring high‑quality customer service. The Deskside Support Lead acts as a subject‑matter expert for complex Level 3 issues and plays a critical role in maintaining reliable and secure end‑user computing environments.

• Provide Level 3 onsite and remote support to resolve complex technical issues and escalated service requests.
• Serve as the senior technical point of contact for troubleshooting advanced hardware, software, and system‑related problems.
• Analyze symptoms of issues to accurately identify root causes and determine effective solutions for long‑term stability.
• Triage and resolve issues related to physical connections, system authentication (usernames/passwords), and application access.
• Utilize diagnostic tools and remote‑control utilities to assist users and drive efficient problem resolution.

• Perform installation, setup, and replacement of hardware components including desktops, laptops, monitors, peripherals, and associated equipment.
• Uninstall and reinstall basic and advanced software applications while verifying correct configurations.
• Support users with navigation of software menus, system tools, and application functionalities.
• Troubleshoot hardware, software, and mobile device issues while ensuring minimal downtime for business users.

• Lead and coordinate software rollouts, system upgrades, and security patch deployments across end‑user devices.
• Ensure deployment activities are executed with precision and aligned to enterprise standards and security guidelines.
• Collaborate with infrastructure and engineering teams to support continuous improvement of device management processes.

• Oversee procurement, tracking, and full lifecycle management of end‑user hardware assets.
• Maintain accurate inventory records and ensure compliance with corporate asset management policies.
• Coordinate asset allocation for new hires, replacements, and refresh cycles.

• Lead deskside support activities during customer relocations, department expansions, and infrastructure buildouts, ensuring full IT readiness.
• Support planning, setup, and validation of end‑user technology at new or reconfigured work spaces.
• Ensure adherence to IT policies, security standards, and service management procedures.

• Deliver high‑quality customer service with strong communication, professionalism, and responsiveness.
• Work closely with cross‑functional IT teams to elevate issues, coordinate resolutions, and drive service improvements.
• Guide junior technicians by providing direction, mentoring, and support when managing complex incidents.

• 10+ years of strong technical knowledge of desktop operating systems (Windows/macOS) and enterprise software applications.
• Proven experience providing deskside support in a corporate environment, with an emphasis on customer‑facing roles.
• Proficiency with remote access tools, diagnostic utilities, and system management tools.
• Hands‑on experience with Active Directory, user administration, and directory services.
• Strong analytical and problem‑solving abilities with attention to detail and issue accuracy.
• Excellent written and verbal communication skills with strong customer service orientation.
• Ability to work under pressure while managing competing priorities and deadlines.
• Ability to lead tasks, coordinate technical activities, and support team members.

• Advanced technical certifications and tools expertise (e.g., CompTIA A+, Network+, Security+, Microsoft…