Lead - Desktop Support

AHEAD builds platforms for digital business By weaving together advances in cloud infrastructure automation and analytics and software delivery we help enterprises deliver on the promise of digital transformation At AHEAD we prioritize creating a culture of belonging where all perspectives and voices are represented valued respected and heard We create spaces to empower everyone to speak up make change and drive the culture at AHEAD We are an equal opportunity employer and do not discriminate based on an individual s race national origin color gender gender identity gender expression sexual orientation religion age disability marital status or any other protected characteristic under applicable law whether actual or perceived We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD The Sr Desktop Support Engineer serves as a point of contact for end users and acts as a customer-facing onsite representative of the AHEAD IT Operations team A typical day will include responding to and troubleshooting user support incidents for endpoint hardware and software fulfilling standard IT-related requests and escalating issues to Tier 3 staff Responsibilities also include provisioning and deployment of laptops and desktop applications supporting applications and maintaining office technology hardware Our ideal candidate must be a collaborative team player that is comfortable supporting a remote workforce at all levels of the organization Applicants should possess exceptional analytical communication and follow-up skills along with a drive to learn and emphasis on customer support Responsibilities Serve as a point of contact for users seeking technical assistance both in-person as well as remotely Process and respond to incoming tickets to ensure courteous timely and effective resolution of incidents and requests Troubleshoot and determine best solutions providing accurate thorough and clear communication to users Escalate unresolved issues to the appropriate level of the IT Operations team Properly record incident actions and follow-up details into the IT ticketing system Provide troubleshooting and technical support for Windows and macOS laptops Provide troubleshooting and technical support for Microsoft 365 desktop and web applications Provide troubleshooting and technical support for cloud applications and productivity tools Provide on-site support for office technology such as copiers printers wireless Audio Video Conferencing phones etc Assist with on-site troubleshooting and maintenance of office technology and infrastructure projects under the direction of the IT Operations team Assist with the creation of user accounts and setting up new users Assist with password resets multi-factor authentication and user account management Create and maintain user-facing knowledge management documentation on procedures solutions and how-to guides Qualificiations 10 years in a desktop support and leadership role Proficient technical support skills with Microsoft 365 laptop hardware Windows 10 macOS iOS and Android devices Experience with ServiceNow or JIRA Prior exposure to remote support tools such as Bomgar Experience with Mobile Device Management tools such as Intune and endpoint security tools such as Carbon Black Capable of supporting VOIP teleconferencing systems and communications tools such as Webex or Microsoft Teams Ability to troubleshoot and support infrastructure such as wireless multi-function copiers AV and networking TCP IP DNS etc Technical troubleshooting and problem-solving capabilities Organized and able to shift tasks as priorities evolve Team-oriented collaborator willing to share knowledge and experience Solid communicator with the ability to provide professional documentation Education Bachelor s Degree Technical Certifications encouraged Comp TIA A MCSE etc Why AHEAD Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD we value and benefit from diversity of people ideas experience and everything in between We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab by encouraging cross department training and development sponsoring certifications and credentials for continued learning USA Employment Benefits include - Medical Dental and Vision Insurance- 401 k - Paid company holidays- Paid time off- Paid parental and caregiver leave- Plus more See benefits for additional details