Help Desk Support Lead

The Help Desk Support Lead will be the escalation point supporting the IT Operations Team by resolving escalated tickets, providing technical assistance, troubleshooting hardware and software issues, and leading various projects. Responsibilities include provisioning devices, documenting processes, and collaborating on special initiatives in a dynamic IT environment. The candidate must work independently, possess strong written and verbal communication skills, and demonstrate advanced technical knowledge and troubleshooting expertise. The ideal candidate will come with several years of experience in a “lead” role where they’ve been responsible for the technical leadership of the team (including mentorship, training, and guidance)., * Monitor and respond effectively to support requests received through the IT Help Desk system.

• Troubleshoot Tier III computer hardware and software problems for end users.
• Work on special projects pertaining to computer equipment and software, including upgrades to operating systems and email systems.
• Image and migrate computers.
• Document processes for training purposes.
• Use remote software to resolve problems that can be fixed through a remote session.
• Other tasks as needed.

Technical Skills

• Advanced troubleshooting for Windows 10, 11, macOS, and iOS.
• Advanced Microsoft 365 knowledge (Teams, OneDrive, SharePoint).
• Advanced printer and peripheral troubleshooting.
• Proficiency in device imaging and deployment tools (e.g., MDT, SCCM, PXE booting,
• Intune).
• Proficiency in diagnosing and replacing faulty components (RAM, SSDs, motherboards,
• power supplies).
• Knowledge of BIOS/UEFI configuration, firmware updates.
• macOS troubleshooting details such as command-line navigation, file system repair, and
• keychain issues.
• Expertise in teleconferencing systems (e.g., Zoom Rooms).
• Hands-on support for microphones, cameras, and speakers in professional
• environments.
• Familiarity with network adapters and basic VLAN and IP configuration.
• Understanding of subnetting, DNS, DHCP, and VPN troubleshooting.
• Familiarity with network troubleshooting tools (e.g., cable testers, Wi-Fi analyzers).
• Knowledge of endpoint protection tools and security compliance policies.
• Configuration and troubleshooting of backup software.
• Data recovery from damaged drives or corrupted user profiles.

Customer Service

• Excellent verbal and written communication skills.
• Proven ability to manage customer interactions with professionalism.
• Strong documentation skills for technical issues and training materials.

Role Competencies:

• Ticket management and SLA adherence.
• Prioritization and escalation of issues.
• Initiative and independence in solving technical challenges., + Minimum 7 years of Help Desk or deskside support experience.
• Minimum 3 years of experience in a lead role or as a Tier III escalation resource
• Hands-on experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
• Microsoft Windows 10 and 11: Proficient in supporting and troubleshooting Windows operating systems.
• Experience with Office 365: Proficient in supporting and troubleshooting Office 365 applications, including configuration, email systems, and collaborative tools.
• Virtualization technologies, including VMware
• Education and Certifications:
• High School Diploma or equivalent. Bachelor’s degree or equivalent is preferred.
• IT certifications such as A+, Network+, Security+ or Apple certifications preferred
• Physical:
• The ability to lift and transport equipment weighing up to 50 pounds.
• Alignment with Values:
• Understanding of and alignment with the mission and values of the ministry.
• A background in faith-based or mission-driven organizations is preferred.
• Must sign a Statement of Faith.

PREFERRED EXPERIENCE (OR PLUS TO HAVE):

• Troubleshooting conference room AV setups and professional audio/visual equipment.
• Microsoft SharePoint Online: Experience with SharePoint Online and its collaborative tools.
• Mac OSX and iOS: Experience in troubleshooting and supporting Mac OSX and iOS devices.
• Experience with MDM tools.

SNI Technology’s client located in Woodland Park, CO is seeking to hire a talented Help Desk Support Lead for an exciting, full-time, contract-to-hire opportunity. Please note this is primarily an onsite position working onsite in Woodland Park, CO a minimum of 4 to 5 days per week. This is a minimum 6-month+ contract role with the option to extend another 6+ months or convert to permanent employment status at the client’s discretion.