Lead Computer Support - Endpoint Management

Flad Architects • Madison, WI

2d • Hybrid

About The Position

Overview If you enjoy solving complex challenges in a collaborative environment that celebrates each person’s ideas, experience, and creativity, this might be the opportunity for you. Flad is a national architectural firm with ten offices looking to hire a Computer Support Lead to work in our Madison, WI office. This role will take ownership of the IT Service Desk, including supervising team members, ensuring resolution of escalated tickets, and providing technical end-user support by troubleshooting client system and application issues. They will also manage Windows workstation lifecycle processes, including workstation imaging, application deployment, patching, etc. Flad is a team of creative, intelligent, energetic people who help our clients tackle the issues that change people’s lives. How will your days be spent Lead the IT Service Desk, including supervising team members, coordinating Service Desk issues, and ensuring desk coverage and tasks are assigned. Ensure proper resolution of Service Desk calls and tickets. Escalate Service Desk issues to other IT and BIM team members as needed. Provide technical support to end users by troubleshooting client system and application issues. Manage Windows and third-party software lifecycle (imaging, deployment, patching, removal) via both local and cloud-based tools. Install and deploy IT equipment, including setting up and taking down workstations. Lead the Computer Support team to determine periodic upgrades to workstation and laptop configurations to meet business objectives. Lead IT projects related to desktop/laptop imaging upgrades and implementation, application deployment, training, printer/copier upgrades, and audio/visual implementations. Provide support for audio-visual, video teleconferencing, teleconferencing and other conference room/display technologies. Participate in after-hours pager rotation.

Requirements

• Minimum five years of relevant service desk and/or end-user support experience required.
• Minimum five years of experience with Microsoft Windows 10 operating system and one year of experience with Windows 11 required.
• Experience with Microsoft Office applications, Office 365, videoconferencing solutions, and other similar standard office applications required.
• Minimum two years of experience with Windows desktop image capture, deployment and maintenance required.
• Minimum two years of experience with client device patch management, deployment, and issue remediation in an enterprise environment required.
• Previous experience in IT leadership role and prior supervisory experience required.
• Minimum of five years of experience with Intel-based desktop and laptop hardware required.
• Minimum three years of experience with installing, configuring, and troubleshooting devices non-PC (e.g. network printers) on a TCP/IP-based network required.
• Ability to communicate effectively (written and verbal) with clients, consultants, and team members.
• Skilled at working well within a team environment, with people at all levels of an organization, while juggling multiple demands.
• Strong attention to detail, excellent organizational and interpersonal skills, and flexibility in adjusting to shifting priorities and/or deadlines.
• Ability to problem-solve and resolve client issues while providing a quality, personable experience.
• Skilled at coaching, leading, mentoring, and supervising team members to ensure alignment with goals and performance objectives.
• Bachelor’s degree in information systems, computer science, or related field required.

Nice To Haves

• Familiarity with AutoCAD, Revit, and desktop publishing/design applications preferred.
• Powershell and batch scripting experience preferred.
• Practical experience with recent Apple hardware and software preferred.

Responsibilities

• Lead the IT Service Desk, including supervising team members, coordinating Service Desk issues, and ensuring desk coverage and tasks are assigned.
• Ensure proper resolution of Service Desk calls and tickets.
• Escalate Service Desk issues to other IT and BIM team members as needed.
• Provide technical support to end users by troubleshooting client system and application issues.
• Manage Windows and third-party software lifecycle (imaging, deployment, patching, removal) via both local and cloud-based tools.
• Install and deploy IT equipment, including setting up and taking down workstations.
• Lead the Computer Support team to determine periodic upgrades to workstation and laptop configurations to meet business objectives.
• Lead IT projects related to desktop/laptop imaging upgrades and implementation, application deployment, training, printer/copier upgrades, and audio/visual implementations.
• Provide support for audio-visual, video teleconferencing, teleconferencing and other conference room/display technologies.
• Participate in after-hours pager rotation.

Benefits

• Health, dental, and vision insurance
• Generous paid time off and paid holidays
• Financial health and wellness benefits - retirement savings plan; fiduciary advisor; identity theft plan; Section 125 flexible benefits; income protection – life insurance, short-term disability, long-term disability; Employee Assistance Program (EAP)
• Continuing education and career development – internal programs; funds set aside for external programs, licensure and sustainability support, annual professional registration, and organization reimbursement
• Hybrid work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level