Technical Support Lead

RSS, LLC.•Sacramento, CA

1d•Onsite

About The Position

The Technical Support Lead is a hands-on technical role responsible for managing end-user support processes, troubleshooting escalated issues, and mentoring support technicians to improve service delivery. This role ensures operational excellence by developing proactive support strategies, enforcing IT best practices, and maintaining documentation to drive efficiency and knowledge sharing. Additionally, the Technical Support Lead collaborates with IT leadership to optimize processes and contribute to continuous improvement initiatives.

Requirements

Expertise in Windows 10 & Windows 11 workstation support.
Proficiency in Windows Server 2019 and newer, including user management, permissions, and troubleshooting.
Strong knowledge of Active Directory (AD), Group Policy Objects (GPOs), DNS, and authentication protocols.
Experience managing and troubleshooting the full Microsoft Office Suite (Outlook, Excel, Word, Teams, SharePoint, OneDrive, etc.).
Familiarity with PowerShell scripting for task automation and troubleshooting.
Understanding of networking fundamentals, including TCP/IP, DNS, VPNs, and remote desktop services.
Experience with ITSM tools (e.g., ServiceNow, ManageEngine) for ticketing, reporting, and service management.
Strong problem-solving and analytical thinking skills to resolve technical issues efficiently.
Excellent documentation skills, with experience maintaining SOPs, knowledge bases, and IT workflows.
Ability to mentor and train junior technicians to improve team capabilities.
Strong customer service and communication skills, ensuring clear and professional interactions with users.
Ability to prioritize and manage multiple tasks while meeting deadlines.
Ability to adapt quickly to changing technologies and recommend improvements to IT support processes.
Comfortable working in a fast-paced environment while maintaining a high level of attention to detail.
Strong troubleshooting abilities across Windows environments, Office 365, and networking infrastructure.
5+ years of IT support experience, including leadership or team lead roles.
Proficiency in: Windows 10 & Windows 11 workstation administration Windows Server 2019 and newer Active Directory (AD) user management, GPOs, and authentication protocols Microsoft Office 365 Suite (Outlook, Excel, Word, Teams, SharePoint, OneDrive) Endpoint security, patch management, and compliance enforcement ITSM platforms such as ServiceNow or ManageEngine for service management Basic PowerShell scripting for automation and troubleshooting Strong troubleshooting experience with network connectivity, authentication, and endpoint issues.
Associate or Bachelor’s degree in IT, Computer Science, or a related field (or equivalent work experience)
Ability to verbally communicate: convey detailed and accurate instructions and information.
Ability to hear with or without correction in order to receive and interpret detailed information.
Required to sit at a desk work station for long periods of time.
Push, pull, lift, carry at least 10 pounds and occasionally lift/move up to 35 pounds.
Occasionally required to walk and stand for short and long periods of time.
Required to have visual acuity with or without correction in order to read contract documents, analyze data, view a computer monitor, and proof-read documents to identify errors.
Required to use fingers and hands: type using a computer keyboard, handle, feel, and reach.
May occasionally be required to stoop, kneel, and crouch.

Nice To Haves

Certifications strongly preferred: Microsoft 365 Certified: Modern Desktop Administrator Associate CompTIA A+ or Network+ ITIL Foundation (for IT service management best practices) Microsoft Certified: Windows Server Hybrid Administrator Associate Microsoft Certified: Azure Fundamentals (for cloud and identity management)

Responsibilities

Lead IT support team in resolving tickets efficiently, including L2/L3 escalations
Provide direct, hands-on troubleshooting for Windows 10 & Windows 11 workstations and Windows Server 2019+ environments
Manage ITSM tools (e.g., ServiceNow, Zendesk, ManageEngine) to ensure accurate ticket tracking, SLA adherence, and reporting
Oversee desktop, laptop, and mobile device deployments, imaging, and configurations
Administer and troubleshoot Active Directory (AD), including user management, group policies, and authentication issues
Ensure patch management, software updates, and security compliance for all Windows-based endpoints in collaboration with IT leadership
Support Microsoft Office 365 Suite, including Outlook, Excel, Word, Teams, SharePoint, and OneDrive
Assist in identity and access management, enforcing security protocols for user accounts
Support IT infrastructure teams in troubleshooting network connectivity and authentication issues
Train and mentor junior technicians on troubleshooting techniques and support best practices
Ensure the creation, maintenance, and communication of all process and support documentation within the IT team
Standardize support documentation, including SOPs, troubleshooting workflows, and knowledge base articles
Conduct regular documentation reviews to keep materials up to date with technology changes and user needs
Analyze ticket trends to identify recurring issues and propose long-term solutions
Work with IT leadership to optimize and implement IT support processes, tools, and automation solutions
Collaborate on IT policy enforcement and user education to reduce common IT issues
Assist with onboarding and training programs to improve end-user self-service adoption
Participate in evaluating new technologies and tools to improve IT support operations
Provide insights on IT service metrics and recommend enhancements for scalability and efficiency