Lead Desktop Support Technician

DataFielder is hiring a Desktop Support Lead to support a global financial services institution running a high-volume desktop and VDI environment. This is a hands-on technical role with light project coordination responsibilities. You will work directly alongside a Senior Project Manager on deployment planning, scheduling, and execution, while owning the day-to-day deskside and ticket work that keeps users productive.

This is a great fit for a strong desktop support technician ready to grow into project management. You will not be running the project, but you will be trusted to coordinate pieces of it, train newer technicians, and keep the work moving against tight SLAs.

What You Will Do

Desktop and VDI Support

• Image, deploy, and support workstations, laptops, and VDI thin clients in a high-volume, SLA-driven environment
• Handle new hire deployments, PC refreshes, and asset moves with clean ticket documentation from start to finish
• Troubleshoot hardware, software, and connectivity issues across the supported user base
• Support adds, moves, and changes for network connectivity, including copper and fiber runs at the desk and closet level
• Execute data wiping and asset control procedures in line with client policy

VDI Refresh Program (Weekend Rotation)

• Participate in the every-other-weekend VDI refresh rotation
• Coordinate with the Senior Project Manager on weekend scope, staging, and rollback plans
• Document each weekend cycle clearly so the team has a clean handoff Monday morning

Team Coordination and Light PM Work

• Help prioritize the MACD and user support ticket queue so SLAs are met
• Mentor and train junior technicians on policies, procedures, and ticket hygiene
• Escalate blockers and quality issues to the Senior Project Manager and your DataFielder lead promptly
• Participate in client and team meetings as a technical voice on the floor

Communication

• Keep the Senior PM, the client, and your DataFielder lead informed on what is moving and what is stuck
• Handle sensitive personnel or escalation situations with discretion
• Communicate clearly in writing inside ticketing systems, project trackers, and email

Do you have experience in Windows?, * 3 to 5 years of hands-on desktop support experience in an enterprise environment

• Strong imaging, deployment, and asset management experience (SCCM, Ghost, or similar tooling)
• Comfort with high-volume ticketing systems (ServiceNow, Remedy, or similar) and strict SLAs
• Solid understanding of Active Directory, Windows desktop OS, and standard productivity stacks (Microsoft 365, Exchange)
• Working knowledge of copper and fiber infrastructure at the workstation and closet level
• Ability to commit to the every-other-weekend VDI refresh rotation through end of 2026
• Comfortable working onsite, including extended hours during deployment windows

Preferred (Not Required)

• Prior exposure to VDI environments (Citrix, VMware Horizon, Dell Wyse, or similar)
• Experience supporting users in a financial services, healthcare, or other regulated environment
• Any prior PM or team lead experience, even informal (training new techs, running a shift, owning a piece of a deployment)
• CompTIA A+, ITIL, or similar certifications are a plus but not required