P1-C3-TSTSJDHelp Desk Lead (T2)We are seeking a Help Desk Lead to provide first-line IT support to users by troubleshooting technical issues, responding to service requests, and maintaining IT systems. The ideal candidate has excellent problem-solving skills, strong technical knowledge, and a customer-first approach.ResponsibilitiesProvide technical support via phone, email, chat, or in person.Troubleshoot hardware, software, and network issuesInstall, configure, and update operating systems & applicationsMaintain user accounts and permissions in Active DirectoryAssist with password resets, email issues, and printer troubleshootingDocument issues, solutions, and IT processes in a ticketing system (ServiceNow, JIRA, Zendesk, etc.)Guide users on best IT practices and security policiesEscalate complex issues to higher-level support teamsAssist with hardware setup, device imaging, and asset managementPerform basic network troubleshooting (Wi-Fi, VPN, IP configurations)Knowledge of security best practicesStrong ITSM knowledge, project management skillsRequirements: Education: Associate or Bachelor degree in IT, Computer Science, or related field (or equivalent experience)Experience: 5+ years in IT support, with leadership experienceCertification CompTIA A+, CompTIA NetworkTechnical Skills:Windows, macOS, Linux troubleshootingMicrosoft 365, Google Workspace, Outlook, TeamsActive Directory, password resets, account managementNetworking basics (TCP/IP, DNS, VPN, Wi-Fi, DHCP)Ticketing systems (ServiceNow, JIRA, Freshdesk, Zendesk)Remote support tools (TeamViewer, AnyDesk, Remote Desktop)Soft Skills:Strong verbal communication and customer service skillsAbility to multi-task and prioritize ticketsAbility to own tickets from creation to resolutionAbility to lead and mentor other team membersAnalytical and problem-solving mindsetTeamoriented and eager to learnNice To Have:Certification(s) HDI Desktop Support Technician, ITIL v4, AWS CLF-CO1, AWS CLF-CO2, AZ-104 Mandatory SkillsCompTIA A, CompTIA NetworkWindows, macOS, Linux troubleshootingMicrosoft 365, Google Workspace, Outlook, TeamsActive Directory, password resets, account managementNetworking basics (TCP/IP, DNS, VPN, Wi-Fi, DHCP)