Diverse Lynx
The Desktop Support Lead is responsible for providing Tier II desktop support services, troubleshooting complex issues, and offering technical guidance to the Desktop Support Team. This role also involves assisting the Desktop Support Manager with daily operations, including incident management, request fulfillment, provisioning, maintenance, and break/fix management.
The position ensures effective IT support within the desktop environment, adhering to SOPs to deliver timely resolutions to customer issues. Key responsibilities include:
Providing Tier II support for hardware, software, and network services.
Resolving escalation tickets related to IT hardware and software, including laptops, desktops, tablets, mobile devices, printers, and VPN issues.
Assisting in the architecture, implementation, and maintenance of desktop environments, including installation, upgrades, troubleshooting, and software deployment for Windows and Mac OS.
Supporting system images, virtual environments, and Mac OS management.
Diagnosing and resolving complex end-user device incidents via desktop and remote support.
Creating secure baseline images and customizing Windows OS images.
Supporting application packaging, deployment, and release documentation in an enterprise setting.
Overseeing hardware and software deployment projects.
Maintaining classroom and lab computers, ensuring they are updated before the semester begins.
Providing technical guidance and collaborating with Tier 3 support as needed.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive consideration without discrimination. We evaluate applicants based on ability, competence, and proven capability to perform the role. We support a diverse workforce across all company levels.
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