Lead IT Service Desk Technician

Who We Are

Binsky is a leader in world-class mechanical construction. Dedicated service to our clients has elevated us as the premier mechanical contractor for projects of all sizes and scopes. Innovation is the key at Binsky and along with our creative processes, we are always on the cutting edge of technology. Recognized as one of the most respected mechanical contractors in New Jersey and Pennsylvania, Binsky delivers high quality workmanship on projects from large traditional construction to commercial HVAC, plumbing, and service.

Building incredible projects requires exceptional people.

The Role

Binsky & Snyder is seeking an experienced Service Desk Lead to serve as the primary point of contact for internal support across our office locations, primarily somerset & field locations. The ideal candidate brings a minimum of 3 years of hands-on helpdesk or service desk experience and a passion for delivering responsive, high-quality service to a diverse workforce - from office administrators to project managers on active job sites.

This role sits within the Technology & Innovation function and reports to the Director of Technology and Data.

Why We Need You!

We need talented individuals, like you, who care about the company and our customers, and can help us continue to grow and succeed!

Key Responsibilities

• Serve as the first and second point of contact for all internal support requests via ticketing system, phone, email, and walk-ups.
• Diagnose, troubleshoot, and resolve hardware, software, network, and peripheral issues for end users across office and field environments.
• Manage the full lifecycle of support tickets - intake, triage, escalation, resolution, and closure - maintaining SLA compliance.
• Provision, configure, and deploy workstations, laptops, mobile devices, and peripherals for new hires and equipment refreshes.
• Administer user accounts, permissions, and access controls in Active Directory, Microsoft 365, and line-of-business applications.
• Support and maintain VPN/ZTNA connectivity, remote access tools, and mobile device management (MDM) for field and remote employees.
• Collaborate with technology leadership on projects, system upgrades, and rollouts of new tools and platforms.
• Maintain accurate asset inventory records including hardware assignments, warranties, and software licensing.
• Create and update internal knowledge base articles, SOPs, and end-user training guides.
• Coordinate with third-party vendors and service providers for hardware repairs, warranty replacements, and software support.
• Make yourself reasonably available during off-hours to support critical system outages or urgent business needs on an as-needed basis.
• Proactively identify recurring issues and recommend permanent solutions to reduce ticket volume.

Required Qualifications

• Minimum 3 years of experience in a helpdesk or service desk role.
• Proficiency with Windows 10/11 desktop environments and Microsoft 365 (Outlook, Teams, SharePoint, One Drive).
• Working knowledge of Active Directory, Group Policy, and user/device management.
• Hands-on experience with ticketing systems (e.g., Service Now, Jira Service Management, Manage Engine, or similar).
• Solid understanding of TCP/IP networking fundamentals, DNS, DHCP, and VPN/ZTNA technologies.
• Familiarity with Zero Trust Network Access (ZTNA) concepts and implementation; direct experience a plus but not required.
• Experience imaging, deploying, and troubleshooting laptops and desktops in a corporate environment.
• Ability to communicate technical concepts clearly to non-technical end users.
• Strong organizational skills with the ability to manage multiple open tickets and shifting priorities.
• Valid driver's license with ability to travel to local branch offices and job sites as needed.

Preferred Qualifications

• Industry certifications:
  CompTIA A+, Network+, Security+, or Microsoft certifications (MD-102, MS-900, AZ-900).
• Experience supporting construction, field services, or project-based organizations.
• Experience with mobile device management platforms (Microsoft Intune, Jamf, or similar).
• Exposure to cloud infrastructure (Microsoft Azure or AWS) and hybrid identity environments.
• Basic scripting ability in Power Shell for automation of routine tasks.
• Experience with enterprise antivirus, endpoint detection, or cybersecurity tools.

Core Competencies

• Customer Service Orientation - Demonstrates patience, empathy, and professionalism in every user interaction.
• Problem Solving - Methodically isolates root causes and applies effective solutions under pressure.
• Adaptability - Thrives in a fast-paced, multi-site environment with diverse technology needs.
• Attention to Detail - Accurately documents issues, resolutions, and asset information.
• Collaboration - Partners effectively with peers, vendors, and business stakeholders.
• Continuous Learning - Stays current with emerging technologies and best practices relevant to the role.

Physical Requirements

• Ability to lift and carry equipment up to 50 lbs.
• Comfortable working in office, warehouse,…