Lead Computer Support - Package Deployment

Flad Architects • Madison, WI

3d • Hybrid

About The Position

Flad, a national architectural firm with ten offices, is seeking a Computer Support Lead for their Madison, WI office. This role involves taking ownership of the IT Service Desk, supervising team members, resolving escalated tickets, and providing technical end-user support for client system and application issues. The Lead will also manage the Windows workstation lifecycle, including imaging, application deployment, and patching. Flad is described as a company with creative, intelligent, and energetic people focused on helping clients solve significant challenges.

Requirements

• Minimum five years of IT 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 IT leadership role or 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.
• Associate’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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree