Help Desk Lead Technician

Switch • Sparks, NV

6d • Onsite

About The Position

At Switch, we dont just design, build and operate data centerswe are enabling the technology of the future. Led by Founder & CEO, Rob Roy, we believe in revolutionary innovation, operational excellence and the principle of karma. Switch is where talented people come together to EVOLVE the digital world. We believe that innovation isnt just about technologyits about the people, culture, and purpose that make it happen. Every Switch team member contributes to a mission greater than themselves: to create the worlds most advanced digital infrastructure that powers the progress of humanity.

The Role: Help Desk Lead
The Help Desk Lead is responsible for delivering reliable, high-quality IT support for Switch employees in Reno and across remote locations. This role owns the day-to-day execution of the Help Desk, acts as the primary senior technical escalation point, and provides guidance to technicians to ensure service expectations are consistently met. The focus of this role is operational excellence, effective incident management, and continuous service improvement, all while operating within established IT standards, processes, and escalation models.

Requirements

• 5 years of hands-on IT support experience, including 12 years serving as a technical lead or senior technician.
• Strong experience supporting Windows desktops, laptops, printers, and common enterprise applications.
• Working knowledge of Active Directory, Azure AD, Office 365, Teams, and endpoint management tools.
• Experience using an IT ticketing system and following structured incident and request workflows.
• CompTIA A+, Network+, and Security+ certifications, or equivalent practical experience.
• Valid drivers license and reliable transportation required to support on-site work daily and participate in an on-call rotation.

Nice To Haves

• 3+ years of experience in a senior or lead-level IT support role
• ITIL certification or hands-on experience working within an ITIL-aligned environment
• Experience supporting Apple devices and managing mobile devices (MDM)
• Familiarity with ServiceNow, Jira, or comparable IT service management platforms

Responsibilities

• Lead daily Help Desk operations, ensuring incidents and requests are triaged, resolved, or escalated on time.
• Act as the highest on-site escalation point for complex desktop, application, and access issues.
• Provide hands-on Level 2 and Level 3 support for Windows environments, hardware, enterprise applications, and end-user devices.
• Monitor service quality, ticket trends, and response times, recommending practical process improvements.
• Maintain accurate ticket documentation, time tracking, and knowledge base content.
• Coach and guide Help Desk technicians through technical issues, workflows, and customer communication.
• Support ITIL-based incident and service request practices, following defined procedures.
• Partner with IT management and system administrators to resolve recurring issues and support small projects.

Benefits

• A Culture of Karma We are self-motivated by karma, ensuring our actions contribute to a positive, supportive and forward-thinking environment.
• Industry Leading Designs Work with the most advanced data center technology on the planet and be a part of emerging technology development.
• Flexibility & Remote Opportunities Whether in-office, hybrid, or fully remote, we offer the technology and support to keep teams connected and productive.
• Career Stability & Growth In this expanding industry, we invest in our people, providing opportunities & advancement in a stable, growing company.
• Generous Benefits Package - Switch provides comprehensive coverage for you and your family that can be tailored to fit your personal needs, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed