IT Systems Support Lead

Nuss Truck & Equipment•Rochester, MN

2d•Hybrid

About The Position

Nuss Truck & Equipment is seeking an experienced, service-oriented IT Systems Support Lead to own the IT service desk and end-user support operations. This role is the first point of contact for technology support requests and manages ticket intake, triage, prioritization, and coordination across the IT team. The lead ensures employees receive timely and effective support while maintaining the processes, documentation, and tools that enable service delivery. The position provides advanced end-user support and helps administer user accounts, Microsoft 365, endpoint and mobile device management, equipment deployments, and technology operations. The role also participates in technology projects, operational initiatives, user training, and continuous improvement, working with senior IT staff and supporting employees across multiple company locations. The position is primarily based at the Corporate Office in Rochester, Minnesota, with regular onsite presence and periodic travel to company locations. Remote work may be available when business needs and responsibilities allow, while maintaining a primarily onsite presence. Standard hours are generally Monday through Friday during normal business hours; occasional early morning, evening, or weekend work may be required. The role supports more than 325 employees across multiple Midwest locations.

Requirements

Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
At least 3 years of progressive IT support experience in a business environment.
Strong troubleshooting skills across Windows operating systems and business applications.
Experience supporting Microsoft 365 environments.
Experience supporting desktop, laptop, and mobile technologies.
Strong customer service, communication, and interpersonal skills.
Excellent organizational skills and attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Valid driver's license, clean driving record, and ability to travel independently between company locations as needed.
Ability to lift, carry, and move technology equipment weighing up to 50 pounds.
Ability to install, relocate, and support computers, monitors, printers, networking equipment, and other technology devices.
Ability to work under desks and in equipment rooms and other areas requiring bending, reaching, kneeling, or standing for extended periods.
Ability to travel regularly to company locations and work effectively in office, shop, warehouse, and dealership environments.

Nice To Haves

ITIL Foundation certification or equivalent experience with IT service management best practices.
Experience with Endpoint Central, Intune, or similar endpoint management platforms.
Experience supporting and administering corporate mobile devices and MDM solutions.
Experience with ServiceDesk Plus or other IT service management platforms.
Experience deploying, managing, and troubleshooting Windows endpoints in a business environment.
Experience with technology asset management and hardware lifecycle processes.
Experience supporting users in a multi-location business environment.
Demonstrated ability to build positive relationships with users and deliver exceptional customer service.
Microsoft or other industry certifications.
Experience supporting document management systems and business applications.
Experience with Microsoft 365, Microsoft Windows, Endpoint Central, mobile device management, Windows desktop administration, IT service management platforms, endpoint security solutions, hardware asset management, or document management systems.

Responsibilities

Own the IT service desk and support queue, including serving as the primary contact for incoming support requests.
Monitor, triage, prioritize, assign, document, and update support tickets; coordinate resolution or escalation across the IT team.
Serve as the primary escalation point for complex end-user technology issues and monitor support performance, service levels, and ticket backlogs.
Develop and maintain support procedures, workflows, knowledge base articles, and technical documentation; identify recurring issues and recommend improvements.
Provide advanced technical support for desktops, laptops, mobile devices, printers, peripherals, operating systems, connectivity, applications, and productivity tools.
Provide remote and onsite support and deliver professional, courteous assistance to employees throughout the organization.
Perform employee onboarding and offboarding, including creating, modifying, and disabling user accounts in accordance with established procedures.
Assist with Microsoft 365 licensing and routine user administration.
Configure and deploy desktop, laptop, and mobile devices; administer endpoint and mobile device management platforms; maintain hardware inventory and asset records.
Assist with device replacements, upgrades, equipment lifecycle activities, software deployment, and application installation.
Support Microsoft 365 operational activities, document management systems, and related business applications.
Participate in software upgrades, technology rollouts, equipment deployments, endpoint security, and device compliance initiatives.
Serve as a backup resource for routine systems administration and collaborate with senior technical staff on infrastructure, security, and operational initiatives.
Assist with maintaining technical standards, procedures, and documentation.
Participate in technology improvement and implementation projects, including testing and deploying new technologies and services.
Identify opportunities for automation and efficiency improvements; support technology adoption and user training; stay current with emerging technologies and best practices.
Travel to company locations to provide onsite support, perform deployments, conduct training, and participate in technology projects.