IT Help Desk Lead

L.N. Curtis & Sons

Description:

The Help Desk Lead’s role is to oversee and assist the IT Director to manage the day-to‑day operations of the IT Help Desk team, ensuring efficient and effective support delivery to users. This involves supervising staff from a technical perspective, training them on procedures and new technologies, and ensuring high‑quality customer service.

The Help Desk Lead must be able to perform the duties of a Sr. Desktop Technician, where the incumbent is expected to perform the following:

• Configure and deploy desktops to provide optimal support to end users. This includes installing, diagnosing, repairing, maintaining and upgrading all Windows PC software and hardware.
• Provides expert technical support to all users, including the executive team.
• Provides hardware troubleshooting, configuration, and network administration support in a Microsoft environment.
• Operationally managing and supporting the Microsoft 365 environment.
• Provides and conducts desktop preventive maintenance.
• Responsible for end‑user training by creating online knowledge base articles, internal user blog posts as well as direct end‑user training.
• Provides support to users utilizing remote monitoring tools such as Teamviewer and Endpoint Central Cloud.
• Responsible for creating, maintaining, and delivering corporate desktop images as well as evaluating, packaging and distributing through Endpoint Central Cloud.
• Leads, mentors, and directs Tier 1 desktop technicians on technical tasks ensuring optimal response and resolutions in the desktop computing environment.
• Provide support for Zoom and mobile phone devices.
• Responsible for managing and maintaining current asset management and software licensing.
• Handling escalated Tier 1 Help Desk tickets.
• Responsible for creating and maintaining documentation in Confluence.
• Able to travel to our 11 offices in the western United States.
• This includes driving to and from Dublin, CA and Sacramento, CA, as well as flights to other sites where driving is not applicable.
• When flying to other sites, the employee must be able to rent a car if deemed needed.
• Individuals must have a reliable mode of transportation to drive to and from Dublin and Sacramento, and any other local offices in the future as needed. If there is a valid reason for not being able to use own vehicle, Uber or rental car can be worked out with the manager.
• Any other tasks as directed.

Pre-requisite Core Competencies

• Windows 11 – installing, configuring and maintaining.
• Microsoft Office 365 - installing, configuring and maintaining.
• Strong ability to quickly diagnose PC issues, whether hardware or software, and resolve in a timely fashion.
• Ability to set up new computers and install applications.
• Able to train end‑users on IT features or services without having to re‑train again and again.
• Strong ability to setup, configure and debug network printers.
• Manage and maintain company wide corporate anti‑virus (Malwarebytes) and end‑point updates (Endpoint Central Cloud).

Desired Skills & Experience

Skills Required

• Windows 11 Helpdesk support.
• Microsoft Office 365 helpdesk support.
• Network printer support.
• Desktop/laptop troubleshooting and repair.
• Excellent customer service and communication skills.
• Excellent organizational skills for maintaining accurate and reliable information on all deployed PCs in the company.

Experience Required

• 3+ years’ Help Desk Lead experience.
• 5+ years’ IT customer service experience in a Windows environment.
• Must have excellent analytical and problem‑solving skills.
• Must have excellent technical mentoring and team building skills.

Experience Preferred

• Strong knowledge of Microsoft Windows in a LAN/WAN environment.
• Fundamental understanding of networks including Wireless Networking, Ethernet, Local Area Networks.
• Basic understanding of VoIP telephony and voice/data office cabling.
• Bachelor’s degree in Information Systems or related field.

About Us:

L.N. Curtis & sons is a privately owned and operated corporation that provides Tools for Heroes. Headquartered in Walnut Creek, California, with operational centers in Salt Lake City, Utah;
Kent, Washington;
Santa Fe Springs, California;
Sacramento, California;
Dublin,…