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# Help Desk Lead

- **Company:** The Apex
- **Location:** Los Angeles, CA, United States
- **Experience:** Expert
- **Salary:** $80,000.0 - $100,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Android Software Development, Apple IOS, Apple Mac Systems, Linux, Issue Tracking Systems, Linux System Administration, Break Fix, Information Technology, 3-tier Architectures
- **Published:** August 24, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=ed71f0589704be98

## About the Role

* Strong hands-on troubleshooting and problem-solving skills.
 * Experience providing Tier 1 and Tier 2 IT support.
 * Working knowledge of Windows, macOS, iOS, Android, and Linux.
 * Ability to quickly learn new technologies, systems, applications, and procedures.
 * Ability to manage, assign, prioritize, and escalate trouble tickets.
 * Ability to lead and support a technical helpdesk team while remaining hands-on.
 * Ability to analyze technical issues and provide practical troubleshooting options and

solutions.

 * Strong communication, organization, decision-making, and customer service skills.
 * Experience with ITSM/ticketing systems and technical documentation.

Minimum Education Requirement

 * Bachelor's degree in information technology, Computer Science, or a related field is required.

Required Experience

 * 3-5 years of experience in IT help desk, desktop support, or technical support.
 * 1-2 years of experience in a Helpdesk Lead, Senior Technician, or supervisory/lead role.

Additional Requirements

 * Must be a US Citizen.
 * Must be able to work full-time on-site at our office in the Playa Vista area of Los Angeles.

## Description

The Help Desk Lead is a working technical leader responsible for leading the day-to-day operations of the help desk while providing hands-on Tier 1 and Tier 2 technical support. This position manages and prioritizes trouble tickets, assigns work to helpdesk technicians, escalates issues to Tier 3 or the appropriate IT team, and actively participates in troubleshooting and resolution., * Lead and support the Helpdesk team while providing hands-on Tier 1 and Tier 2 technical support.

 * Monitor, prioritize, assign, and manage helpdesk tickets based on urgency, workload, and technician skill level.
 * Troubleshoot hardware, software, operating system, application, network, and user-access issues.
 * Support Windows, macOS, iOS, Android, and Linux environments.
 * Provide technicians with troubleshooting guidance and possible solutions for difficult or unfamiliar issues.
 * Escalate unresolved issues to Tier 3 or the appropriate IT team and ensure proper follow-up through resolution.
 * Step in and work tickets directly when additional technical support is needed.
 * Mentor, coach, and provide technical direction to Helpdesk Technicians.
 * Ensure tickets are properly documented, escalated, and resolved in accordance with established procedures.
 * Collaborate with the IT Manager on technical issues when needed.


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