Desktop Support Lead

VXI Global Solutions•Dallas, TX

16h

About The Position

The Desktop Support Lead is a hands-on technical leadership position responsible for advanced technical support, daily IT operations, and serving as a primary escalation point for Desktop Support Technicians. The role helps maintain endpoint stability, resolve complex technical issues, support enterprise applications, and ensure consistent IT service delivery across assigned locations. The lead works closely with the Regional Desktop Support Manager to implement technical solutions, improve troubleshooting processes, support IT initiatives, and mentor junior technicians. The position involves Windows endpoint and enterprise application support; Active Directory and user administration; endpoint management, software deployment, imaging, patching, and compliance activities; and the use of PowerShell for administration, troubleshooting, and automation. The lead also coordinates incident response, contributes to root cause analysis and documentation, upholds IT standards, and supports audits and compliance initiatives. The lead is expected to independently handle routine technical escalations, coordinate daily technical support activities, and guide Desktop Support Technicians. Departmental strategy, staffing decisions, employee performance management, budget approval, regional resource allocation, and major infrastructure changes remain under the Regional Desktop Support Manager. The role offers opportunities to develop technical and leadership skills and gain exposure to enterprise endpoint management, systems administration, scripting, infrastructure support, and IT operations.

Requirements

3–5 years of professional IT support experience, preferably within 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, Windows logs, system performance, VPN, DNS, DHCP, network adapters, and other endpoint networking issues.
Support enterprise applications, including contact center software, softphones, authentication platforms, and endpoint security tools; identify recurring issues and recommend long-term 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, including managing objects, organizational units, and security group memberships; troubleshoot account and domain issues and support Group Policy and identity and access management solutions.
Use endpoint management solutions and assist with remote software installation, updates, removals, Windows imaging and deployment, OS upgrades, patching, endpoint compliance, BIOS, firmware, and driver updates.
Monitor endpoint health, validate deployments, and document failures, resolutions, and remediation steps.
Use and maintain approved PowerShell scripts for administration, deployment, configuration, maintenance, and troubleshooting; identify automation opportunities and assist with script development and testing in accordance with change management procedures.
Provide technical guidance to Tier 1 technicians, assist with troubleshooting and escalation practices, onboard and train new employees, promote consistent standards, and identify training opportunities with the manager.
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.
Ensure endpoint configurations follow IT security and operational standards; maintain workstation inventory and asset information; support security compliance, patching, remediation, audits, and compliance initiatives.
Develop and maintain technical documentation, troubleshooting guides, and standard operating procedures; assist with testing software, OS updates, and IT solutions before production deployment.
Identify support ticket patterns and recommend process improvements.