Desktop Support Lead at Ledgent Technology

Desktop Support Lead
6-Month Contract-to-Hire
Onsite, Beverly Hills, CA
Pay Rate: $38-43/hr or $80-90k annually

Job Overview
We are seeking a highly skilled Desktop Support Lead to provide Tier II support and lead the Desktop Support team. This role involves troubleshooting complex issues, providing technical guidance, and supporting the daily operations of the team, including incident management, hardware life cycle management, inventory control, and break/fix resolution. The Desktop Support Lead will ensure the team follows standard operating procedures (SOPs) and delivers timely resolutions to user issues while maintaining high-quality IT support.

Key Responsibilities

• Serve as an escalation point for Desktop Support Technicians, providing support for complex issues before they are escalated to the Desktop Support Manager.
• Troubleshoot and resolve escalated incidents and service requests, documenting new solutions in Knowledge Base articles and uploading them to the Jira Confluence repository.
• Manage scheduling to ensure adequate onsite and offsite support coverage.
• Review team workload, cases, and provide guidance to ensure timely resolution and closure of incidents.
• Coach, mentor, and motivate team members to enhance their performance and development.
• Communicate IT goals, policies, processes, guidelines, and changes effectively to the team.
• Monitor incident intake and assign cases to desktop technicians based on skillset and workload.
• Manage IT equipment inventory (onsite and offsite), including consumables and items tracked in the Asset Management database.
• Provide creative solutions to user problems and ensure efficient issue resolution.
• Monitor licensed software usage to ensure compliance with AMPAS/AMMP license requirements.
• Oversee project management by assigning tasks and ensuring completion according to timelines.
• Maintain quality control by working directly with Desktop Support Technicians and ensuring inventory management standards are met.
• Support hardware and software rollouts, project timelines, and deadlines.
• Assist the Desktop Support Manager with hardware/software replacement reporting and decision-making.
• Perform other duties as assigned by the Desktop Support Manager, VP of Infrastructure, or Chief Technology Officer.

Qualifications

• Bachelor's degree in Computer Technology, Computer Science, or a related IT field. Relevant certifications (MCSE, MCP, A+, Security+, Network+) are a plus but not required.
• At least 3 years of Tier II support experience in a networked environment.
• Strong understanding of hardware, software, and network infrastructure, including operating systems, hardware components, applications, and network protocols.
• Expertise in troubleshooting and resolving complex technical issues involving computer systems, software applications, and hardware peripherals.
• Adaptability to changing technologies, with a commitment to continuous learning and professional development.
• Strong documentation skills, with the ability to accurately track technical issues, resolutions, and related information.
• Excellent problem-solving skills and a customer-centric approach to IT support.
• Experience troubleshooting hardware, software, and complex systems.
• Knowledge of desktop and notebook hardware, operating systems, and desktop software.
• Experience creating business requirements, process flows, functional specifications, test scripts, and end-user documentation.
• Strong analytical and data analysis skills.
• Proficiency in Windows OS, MacOS, iOS, Office 365, Teams, Zoom, VPN, and related technologies.
• Ability to work independently and collaboratively within a team.
• Proven expertise in providing excellent customer service.
• Strong knowledge of Mobile Device Management (MDM) systems and Active Directory Administration.
• Advanced troubleshooting skills for Windows 10/11 OS, including registry modifications.

Familiarity with desktop/laptop imaging.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated