Lead IT Service Desk Technician

Binsky•Franklin Township, NJ

2d•Hybrid

About The Position

Binsky & Snyder is seeking an experienced Service Desk Lead to serve as the primary point of contact for internal support across our office locations, primarily Somerset & field locations. The ideal candidate brings a minimum of 3 years of hands-on helpdesk or service desk experience and a passion for delivering responsive, high-quality service to a diverse workforce — from office administrators to project managers on active job sites. This role sits within the Technology & Innovation function and reports to the Director of Technology and Data.

Requirements

Minimum 3 years of experience in a helpdesk or service desk role.
Proficiency with Windows 10/11 desktop environments and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
Working knowledge of Active Directory, Group Policy, and user/device management.
Hands-on experience with ticketing systems (e.g., ServiceNow, Jira Service Management, ManageEngine, or similar).
Solid understanding of TCP/IP networking fundamentals, DNS, DHCP, and VPN/ZTNA technologies.
Familiarity with Zero Trust Network Access (ZTNA) concepts and implementation; direct experience a plus but not required.
Experience imaging, deploying, and troubleshooting laptops and desktops in a corporate environment.
Ability to communicate technical concepts clearly to non-technical end users.
Strong organizational skills with the ability to manage multiple open tickets and shifting priorities.
Valid driver's license with ability to travel to local branch offices and job sites as needed.

Nice To Haves

Industry certifications: CompTIA A+, Network+, Security+, or Microsoft certifications (MD-102, MS-900, AZ-900).
Experience supporting construction, field services, or project-based organizations.
Experience with mobile device management platforms (Microsoft Intune, Jamf, or similar).
Exposure to cloud infrastructure (Microsoft Azure or AWS) and hybrid identity environments.
Basic scripting ability in PowerShell for automation of routine tasks.
Experience with enterprise antivirus, endpoint detection, or cybersecurity tools.

Responsibilities

Serve as the first and second point of contact for all internal support requests via ticketing system, phone, email, and walk-ups.
Diagnose, troubleshoot, and resolve hardware, software, network, and peripheral issues for end users across office and field environments.
Manage the full lifecycle of support tickets — intake, triage, escalation, resolution, and closure — maintaining SLA compliance.
Provision, configure, and deploy workstations, laptops, mobile devices, and peripherals for new hires and equipment refreshes.
Administer user accounts, permissions, and access controls in Active Directory, Microsoft 365, and line-of-business applications.
Support and maintain VPN/ZTNA connectivity, remote access tools, and mobile device management (MDM) for field and remote employees.
Collaborate with technology leadership on projects, system upgrades, and rollouts of new tools and platforms.
Maintain accurate asset inventory records including hardware assignments, warranties, and software licensing.
Create and update internal knowledge base articles, SOPs, and end-user training guides.
Coordinate with third-party vendors and service providers for hardware repairs, warranty replacements, and software support.
Make yourself reasonably available during off-hours to support critical system outages or urgent business needs on an as-needed basis.
Proactively identify recurring issues and recommend permanent solutions to reduce ticket volume.