IT Systems Support Lead

Nuss Truck & Equipment•Rochester, MN

3d•Onsite

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. The role serves as the first point of contact for technology support requests and manages ticket intake, triage, prioritization, assignment, and coordination across the IT team. It ensures employees receive timely and effective support while maintaining the processes, documentation, and tools that drive service delivery. The position provides advanced support for employee technology and business applications, performs user administration and endpoint management, and assists with routine Microsoft 365 and systems operations. The lead also participates in technology projects, deployments, security initiatives, user training, and continuous improvement, collaborating 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 possible when business needs and responsibilities allow. Standard hours are generally Monday through Friday during normal business hours, with occasional early morning, evening, or weekend work potentially required. The role supports more than 325 employees across multiple Midwest locations. It involves lifting and moving equipment weighing up to 50 pounds, installing and relocating technology, and working in office, shop, warehouse, and dealership environments.

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.

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 one or more of 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 and serve as the primary contact for incoming support requests.
Monitor, triage, prioritize, assign, document, and update tickets; coordinate resolution and escalation across the IT team.
Act as the primary escalation point for complex end-user technology issues and monitor service 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 support for desktops, laptops, mobile devices, printers, peripherals, operating systems, connectivity, software, and applications.
Support Microsoft 365 applications, document management systems, business applications, and productivity tools through remote and onsite support.
Perform employee onboarding and offboarding, including creating, modifying, and disabling user accounts in accordance with 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 and assist with device replacements, upgrades, equipment lifecycle activities, software deployment, and application installation.
Support routine Microsoft 365 operations and end-user administration; participate in upgrades, technology rollouts, and equipment deployments.
Assist with endpoint security and device compliance initiatives and provide backup support for routine systems administration activities.
Collaborate with senior technical staff on infrastructure, security, and operational initiatives and help maintain technical standards and procedures.
Participate in technology improvement and implementation projects, test and deploy new technologies and services, and identify automation and efficiency opportunities.
Support technology adoption and user training, and stay current with emerging technologies and best practices.
Travel to company locations for onsite support, deployments, training, and technology projects.