Desktop Support Lead

VXI Global Solutions•Dallas, TX

About The Position

The Desktop Support Lead is a hands-on technical leadership position within Information Technology, reporting to the Regional Desktop Support Manager. The role provides advanced technical support, assists with daily IT operations, and serves as a primary escalation point for Desktop Support Technicians. The Lead helps maintain endpoint stability, resolve complex technical issues, support enterprise applications, and deliver consistent IT service across assigned locations. The position works with the Regional Desktop Support Manager to implement technical solutions, improve troubleshooting processes, support IT initiatives, and mentor junior technicians. The role includes advanced Windows endpoint and application troubleshooting; Active Directory and user administration; endpoint management, imaging, software deployment, patching, and compliance support; and the use of PowerShell for administration and approved automation. The Lead guides and trains Tier 1 technicians, helps coordinate incident response, documents resolutions, collaborates with infrastructure and application teams, and supports IT standards, security, audits, and operational documentation. The position may serve as the acting technical point of contact when the Regional Desktop Support Manager is unavailable, within delegated authority. Departmental strategy, staffing, employee performance management, budget approval, regional resource allocation, and major infrastructure changes remain the manager's responsibility. The role offers opportunities to develop technical and leadership skills and gain exposure to endpoint management, systems administration, scripting, infrastructure support, and IT operations.

Requirements

3–5 years of professional IT support experience, preferably in an enterprise environment.
Strong knowledge of Windows 10/11 operating systems and desktop troubleshooting.
Hands-on experience with Active Directory user and computer administration.
Working knowledge of Group Policy and Windows domain environments.
Experience troubleshooting enterprise applications, hardware, software, and network connectivity.
Working knowledge of PowerShell scripting and command-line troubleshooting.
Experience with remote desktop support and endpoint management tools.
Strong understanding of DNS, DHCP, TCP/IP, VPN, and basic networking concepts.
Ability to independently troubleshoot complex technical issues.
Strong written and verbal communication skills.
Ability to prioritize multiple technical issues in a fast-paced environment.
Demonstrated ability to mentor or assist less-experienced technicians.

Nice To Haves

Experience with PDQ Deploy and PDQ Inventory.
Experience with Microsoft Deployment Toolkit (MDT), Windows Deployment Services (WDS), or similar imaging solutions.
Experience supporting Okta, YubiKey, or other multifactor authentication solutions.
Familiarity with endpoint security solutions such as CrowdStrike Falcon.
Experience supporting contact center technologies such as NICE CXone, Genesys, or similar platforms.
Intermediate PowerShell scripting and automation experience.
Familiarity with Windows update management, BIOS updates, and driver deployment.
Experience supporting multiple sites or remote users.
CompTIA A+, Network+, Microsoft, or equivalent technical certifications.
Previous experience serving as a senior technician, escalation technician, or technical lead.

Responsibilities

Serve as the primary escalation point for Tier 1 Desktop Support Technicians and diagnose complex Windows, software, hardware, application, and connectivity issues.
Troubleshoot domain authentication, user profiles, Group Policy, endpoint networking, enterprise applications, VPN connectivity, and system performance; identify root causes and recommend lasting solutions.
Escalate unresolved or high-impact incidents to the Regional Desktop Support Manager or appropriate infrastructure teams.
Perform authorized Active Directory user and computer administration, troubleshoot account and domain issues, and support Group Policy, Okta, and multifactor authentication.
Assist with remote software installation, updates, application removal, Windows imaging and deployment, operating system upgrades, patching, endpoint compliance, and BIOS, firmware, and driver updates.
Monitor endpoint health, validate deployments, and document failures, resolutions, and remediation steps.
Use PowerShell for administrative tasks and troubleshooting; execute and maintain approved scripts, assist with script development and testing, and follow change-management procedures.
Provide day-to-day technical guidance to Tier 1 technicians, assist with onboarding and training, promote consistent troubleshooting and documentation, and identify training opportunities.
Serve as the acting technical point of contact when the Regional Desktop Support Manager is unavailable, within delegated authority.
Monitor support queues, help prioritize incidents, coordinate troubleshooting during outages, communicate status and findings, and assist with root cause analysis and incident documentation.
Collaborate with networking, systems engineering, security, and application support teams to resolve complex issues and meet service-level expectations.
Identify support-ticket patterns and recommend process improvements.
Help ensure endpoint configurations meet IT security and operational standards; maintain workstation inventory and support security compliance, patching, remediation, audits, and compliance initiatives.
Develop and maintain technical documentation, troubleshooting guides, and standard operating procedures, and assist with testing software, operating system updates, and IT solutions before production deployment.