> Markdown version of [/jobs/ext/726606-help-desk-lead-it-support-specialist-iv](https://www.wearedevelopers.com/jobs/ext/726606-help-desk-lead-it-support-specialist-iv). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Lead - IT Support Specialist IV - **Company:** J-U-B ENGINEERS INC - **Location:** Salt Lake City, UT, United States - **Experience:** Expert - **Salary:** $80,000.0 - $95,000.0 - **Contract:** Permanent contract - **Skills:** Computer-Aided Design, Microsoft Windows, CompTIA Network+, Issue Tracking Systems, Knowledge Management, Information Technology, Front End Software Development, Cisco - **Published:** June 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=30c87f3b204a1d7d ## About the Role We are seeking a collaborative and solutions-focused Help Desk Lead (IT Support Specialist IV) who is guided by a proactive, solutions-first approach to issue prevention. The Technical Lead treats operational challenges as opportunities to improve processes. The Lead offers advanced technical expertise while upholding the professional standards of the Architecture, Engineering, and Construction (AEC) industry. The main goal is to build a collaborative, high-performing front-line team that prioritizes customer needs through proactive problem-solving, talent development, and the breakdown of departmental barriers. If you enjoy problem-solving, thrive in a team environment, and take pride in delivering accurate, high-quality work that helps drive business success, we'd love to meet you!, * Education: Bachelor's degree in a relevant Information Technology field. * Experience: A minimum of eight (8) years of progressive IT experience. * Required certifications: Maintenance of COMPTIA A+ and COMPTIA Network+ certifications, * Cisco Certified Network Associate (CCNA) * Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) ## Description The IT Support Specialist IV serves as the Technical Lead for the frontline support team and as the primary liaison between general support operations and the IT Director. This role is essential for the IT Director to coordinate frontline staff, specialists, customers, and IT administrative and leadership teams., Core Technical Responsibilities * Front-End Technical Escalation & Quality Control - responsible for resolving the most complex endpoint configurations, hardware diagnostics, and software conflicts, particularly those arising from industry-specific CAD and BIM applications. * Diagnostic Authority & Queue Health - accountable for queue health, ensuring that the ticketing system remains organized and responsive. * Automation and Scripting - identifies manual, repetitive front-end workflows for automation. * Leadership & Mentorship: The "Stop-and-Teach" Mandate - focus on succession planning and reducing technical silos. * Supervise and Coach - Provide direct supervision, individualized coaching, and performance feedback to IT Interns and Level 1, 2, and 3 technicians. * Operational Strategy: Shift-Left & Knowledge Management - responsible for implementing a Shift-Left strategy by ensuring technical issues are resolved at the lowest appropriate organizational level. * Standardized Documentation - mentor technicians in the development of documentation and articles, ensuring they adhere to internal standards. * Performance Metrics & KPI Development - in collaboration with the IT Director, track success using internal metrics. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Navigating the Future of Junior Developers in Tech](https://www.wearedevelopers.com/videos/1280-navigating-the-future-of-junior-developers-in-tech) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Successful talent development: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1002-successful-talent-development-a-joint-journey-of-executives-and-talents) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)