Service Desk Lead

Direct Hire

Salary Range: $55,000 - 80,000 USD

Candidate must be eligible to obtain a secret clearance from the US Government

Responsibilities:

As a member of our Service Desk team, the successful candidate will be responsible for maintaining productivity of M.C. Dean staff by performing a variety of technical tasks including, but not limited to the following:

• PC and mobile device provisioning, including installation of the standard OS image, BIO updates, drivers, and common application software using a combination of the MS Autopilot and manual procedures; verifying and updating network, user profile, and software configuration.
• Provisioning user accounts, group membership, access to core collaboration tools (MS Outlook email, MS Teams, MS SharePoint, OneDrive, and related), privileges and software licenses using established procedures via Microsoft Entra ID and vendor-specific tools.
• Troubleshooting (both on site and remotely via email/phone/MS teams) basic hardware, software compatibility issues, and network connectivity issues, and Microsoft 365 and related application issues; escalating complex problems to senior staff, coordinating OEM repairs.
• Network-attached multi-function printer configuration, including networking, security, and logging attributes; troubleshooting connectivity and printing issues.
• Reviewing and updating support requests (tickets) in the ITSM ticketing tool, providing regular updates, initiating escalations and logging resolutions.
• IT Asset Inventory involves monitoring and tracking all devices within your organization’s network throughout their life cycle.
• New hire set up ensuring a professional desk set up for new employees. Including, but not limited to dual monitor set up, docking station, cable management, etc.

Experience, Knowledge, and Skills:

A successful candidate will 2-3 years of experience performing duties outlined above and will possess technical knowledge and corresponding skills in the following areas:

• Windows 10, Windows 11, and, optionally, MacOS concepts, organization, and core administration and troubleshooting tools
• Microsoft Active Directory (AD), Azure AD / Entra ID concepts, administration, and troubleshooting tools
• Endpoint provisioning using Microsoft Intune, Autopilot, and comparable tools
• MS Office 365 desktop application and collaboration tools (MS SharePoint, MS OneDrive, MS Teams) fundamental concepts, account provisioning, privileges, and troubleshooting tools
• TCP/IP networking concepts (IP addressing, routing), core protocols and services (e.g., DHCP, DNS) and troubleshooting tools