Help Desk Lead

Apex Technology, Inc.•Los Angeles, CA

10d•$80,000 - $100,000•Onsite

About The Position

The Help Desk Lead is a working technical leader responsible for leading the day-to-day operations of the help desk while providing hands-on Tier 1 and Tier 2 technical support. This position manages and prioritizes trouble tickets, assigns work to helpdesk technicians, escalates issues to Tier 3 or the appropriate IT team, and actively participates in troubleshooting and resolution.

Requirements

Strong hands-on troubleshooting and problem-solving skills.
Experience providing Tier 1 and Tier 2 IT support.
Working knowledge of Windows, macOS, iOS, Android, and Linux.
Ability to quickly learn new technologies, systems, applications, and procedures.
Ability to manage, assign, prioritize, and escalate trouble tickets.
Ability to lead and support a technical helpdesk team while remaining hands-on.
Ability to analyze technical issues and provide practical troubleshooting options and solutions.
Strong communication, organization, decision-making, and customer service skills.
Experience with ITSM/ticketing systems and technical documentation.
Must be a US Citizen.
Must be able to work full-time on-site at our office in the Playa Vista area of Los Angeles.

Responsibilities

Lead and support the Helpdesk team while providing hands-on Tier 1 and Tier 2 technical support.
Monitor, prioritize, assign, and manage helpdesk tickets based on urgency, workload, and technician skill level.
Troubleshoot hardware, software, operating system, application, network, and user-access issues.
Support Windows, macOS, iOS, Android, and Linux environments.
Provide technicians with troubleshooting guidance and possible solutions for difficult or unfamiliar issues.
Escalate unresolved issues to Tier 3 or the appropriate IT team and ensure proper follow-up through resolution.
Step in and work tickets directly when additional technical support is needed.
Mentor, coach, and provide technical direction to Helpdesk Technicians.
Ensure tickets are properly documented, escalated, and resolved in accordance with established procedures.
Collaborate with the IT Manager on technical issues when needed.