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# Help Desk Technician Lead

- **Company:** ITEK US INC
- **Location:** Tonawanda, NY, United States
- **Experience:** Expert
- **Salary:** $37,440.0 - $49,920.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Issue Tracking Systems, Networking Basics
- **Published:** July 26, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e231fb6ddf578f81

## About the Role

* Strong organizational skills and the ability to manage multiple tickets/priorities at once
 * A strong foundation in core technology concepts (Windows OS, Microsoft 365, basic networking, hardware troubleshooting)
 * Genuine curiosity and a desire to keep learning and take on more responsibility over time
 * Excellent communication skills, being comfortable explaining technical issues to non-technical clients, both written and verbal
 * A team-first, customer-focused attitude
 * Prior experience leading or mentoring a team (in any setting)
 * 2 years of IT support experience

## Description

We're looking for a Helpdesk Technician Lead who has a solid technology foundation and a real drive to grow. This is an entry point, not a dead end.

You'll be the first point of contact for our clients: troubleshooting everyday issues, escalating what you can't solve, and learning the ropes of enterprise IT support in a fast-paced MSP environment.

What you'll do

 * Field inbound support tickets and calls from client end-users via our ticketing system, phone, and App.
 * Troubleshoot and resolve common issues: password resets, printer/hardware problems, software installs, connectivity, Microsoft 365 support, and basic networking
 * Document all work clearly and consistently
 * Escalate complex issues with clear, organized notes
 * Follow up with clients to ensure resolution and satisfaction
 * Maintain and update client documentation and asset records
 * Assist with onboarding/offboarding, basic user account administration, and routine maintenance tasks
 * Identify recurring issues and suggest process or documentation improvements


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