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# IT Support Lead

- **Company:** Koury Corporation
- **Location:** Greensboro, NC, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, JIRA, CompTIA Network+, Dynamic Host Configuration Protocol, Networking Basics, Wi-Fi Technology, Information Technology, Windows Client
- **Published:** September 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=b28c6f7de3d27360

## About the Role

* 3-5+ years of IT support experience, with 1+ years in a Tier 2, senior, or lead role.
 * Strong troubleshooting skills in Windows 10/11, Microsoft 365, and Active Directory.
 * Solid network fundamentals (patch cabling, switch port checks, Wi-Fi, basic IP/DHCP troubleshooting).
 * Strong written communication skills to author clear technical guides
 * Familiar with (or ability to quickly learn) hotel Property Management (PMS) and Point of Sale (POS) systems
 * Valid driver's license and a reliable vehicle for local travel between Greensboro locations.
 * Associates Degree in IT or higher education.

Preferred Qualifications (Nice to Have):

 * Prior hands-on experience supporting hotel Property Management Systems (PMS) or restaurant Point of Sale (POS) hardware/software.
 * Relevant industry certifications (CompTIA Network+, Security+, or Microsoft Certified: Modern Desktop / Endpoint Administrator)
 * Experience coordinating support tickets and SLA accountability with MSPs and Software Vendors.
 * Skilled at configuring and leveraging AI to improve JIRA Service Management Systems or Knowledge Base.
 * Familiarity with Asset management and remote monitoring tools (JIRA, NinjaOne, Etc….)

## Description

Koury Corporation is looking for an IT Support Lead to serve as our Tier 2 hands-on technician and escalation point. In this role, you'll be the person our frontline IT support staff turns to when a problem is too complex, recurring, or unusual for a quick fix.

You'll support both our corporate headquarters and our local hotel properties. Beyond troubleshooting tough issues, a major focus of this role is making our frontline team successful: writing practical, step-by-step guides so they can solve issues on the first call, coaching them on troubleshooting methods, and keeping third-party vendors accountable until issues are truly fixed with clear root causes identified.

What You'll Do:

 * Answer help desk calls, reply to tickets, and assist walk-up users with everyday tech problems.
 * Take ownership of complex tickets passed up from frontline technicians across corporate and hotel teams.
 * Write and maintain clear step-by-step guides so Tier 1 staff can resolve common issues on the first call.
 * Manage support tickets with third-party vendors (POS, hotel PMS, internet providers) until issues are fully resolved and root causes are identified.
 * Track repeat issues across all properties and implement lasting fixes.
 * Coach frontline technicians on troubleshooting steps, customer service, and ticket documentation.
 * Travel locally between Greensboro properties for hands-on repairs, hardware setups, and network closet checks.