Helpdesk Team Lead​/Senior Support Technician

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

• Team: Service Desk / Support
• Location: Onsite
• Hours: Monday through Friday 8AM – 5PM
• Start Date: Flexible

• Comprehensive onboarding to understand our service structure, ticketing system, and technology stack
• Access to senior-level resources and a collaborative environment for escalated issues
• Opportunities for technical leadership
  , mentorship, and day‑to‑day supervisory development
• Ongoing training and certification support
  , aligned with your professional goals

• technical escalation point for helpdesk technicians, assisting with complex issues and guiding resolution paths
• Support Level 1 and Level 2 team members by answering technical questions and encouraging skill development through hands‑on guidance
• Monitor ticket activity and quality
  , helping ensure documentation standards and SLAs are being met
• Assist in coordinating team availability by helping review timecards, managing PTO visibility, and supporting the Technical Services Coordinator with resourcing clarity
• Provide real‑time coaching during ticket handling
  , helping the team improve accuracy, efficiency, and troubleshooting techniques
• Collaborate with the Technical Services Coordinator to support appropriate ticket assignments and task ownership
• Actively work support tickets alongside the team, maintaining personal technical contribution while setting a quality standard
• Encourage and participate in knowledge base documentation
  , helping capture lessons learned and repeatable solutions
• Relay relevant feedback to leadership regarding team performance trends or recurring technical issues
• Help foster a positive, accountable, and solutions‑driven team environment through daily interactions and supportive leadership

• 5+ years of hands‑on IT support experience
  , preferably in an MSP or high‑volume helpdesk setting
• Proven experience in support escalation, mentoring junior technicians
  , and handling complex troubleshooting
• Strong understanding of Windows Server environments
  , Active Directory, DNS, DHCP, and group policy
• Proficiency with Microsoft 365, Azure
  , and related cloud/hybrid infrastructure
• Hands‑on experience with firewall management (e.g., Watch Guard, Sonic Wall, Sophos), network devices, and endpoint security
• Strong communication and leadership skills
  , with a customer‑first approach
• Highly organized with attention to ticketing detail, documentation standards
  , and team coordination

• Certifications such as Microsoft 365 Certified, Azure Administrator, CCNP, or Watch Guard
• Experience with Connect Wise Manage or similar PSA/RMM platforms
• Familiarity with backup and disaster recovery platforms
  , VoIP, or monitoring tools
• Exposure to ticket triage, alert response, or NOC‑style environments

At Com Sys, we believe that great IT support is built on strong processes, expert technicians, and a team‑focused culture
. We’re committed to helping employees grow their careers through hands‑on experience, mentorship, and exposure to modern IT systems.

If you’re an experienced Level 3 tech looking for a leadership path that balances technical depth with team accountability
, we’d love to have you on board.