Desktop Support Lead

Come grow with us...

At Murray Company, how we operate is defined by shared values that are 100 years in the making -Safety, Quality, Honesty, Hard Work and Pride of Ownership. These values have led to our company consistently being in the top 15% on ENRs Best Specialty Contractor’s list. Bring your enthusiasm and unique perspective to Murray Company where you will have the opportunity to grow with us professionally, personally, and financially. Join a team that cares about helping you thrive and succeed. You'll work alongside talented colleagues while establishing lifelong friendships and making a difference in our company and the specialty contracting community. As a part of Murray Company, you'll build long-term wealth by enjoying employee-ownership, great compensation, health & wellness benefits, and matched 401(k) retirement plan.

Position Summary

The Desktop Support Lead will serve as the technical expert for advanced end-user support. This is a hands-on role for someone who enjoys solving complex technical challenges, coordinating daily support operations, and improving the overall employee technology experience. As the Desktop Support Lead, you'll oversee the daily Service Desk workflow, assign and prioritize support requests, serve as the escalation point for complex issues, and help ensure our team consistently delivers exceptional service. You'll also play a key role in reporting, documentation, asset management, and continuous process improvement. This role does not have direct supervisory responsibilities.

Key Responsibilities

Service Desk Leadership

• Serve as the primary owner of the IT Service Desk ticket queue, monitoring incoming requests throughout the day.

• Assign support tickets based on priority, business impact, technician availability, and technical complexity.
• Act as the primary escalation point for advanced, complex, or unresolved technical issues.
• Monitor ticket progress to ensure timely resolution and compliance with established Service Level Agreements (SLAs).
• Follow up on aging or stalled tickets to prevent service delays.
• Review ticket documentation to ensure issue descriptions, categorization, priority levels, resolution notes, and time entries are accurate and complete.
• Promote consistent service desk processes, documentation standards, and best practices across the support team.

Technical Support

• Provide advanced technical support for Windows operating systems, desktop hardware, peripherals, and software applications.
• Troubleshoot and resolve complex hardware, software, networking, printer, and connectivity issues.
• Support and administer Microsoft Office 365 applications and services.
• Assist with Autodesk software installations, licensing, updates, and troubleshooting.
• Configure, deploy, and maintain desktops, laptops, mobile devices, printers, and related hardware.
• Set up workstations for corporate and remote employees, including hardware installation, software configuration, user provisioning, and network connectivity.
• Perform preventative maintenance, operating system updates, software deployments, and hardware replacements.
• Utilize Active Directory (AD) to manage user accounts, permissions, security groups, and password resets.
• Use power tools, including drills, to install televisions, conference room equipment, monitors, and other IT-related hardware as needed.

Reporting & Continuous Improvement

• Compile weekly Service Desk reports detailing SLA performance, ticket metrics, and key performance indicators (KPIs).
• Analyze ticket trends, recurring incidents, and operational bottlenecks to identify opportunities for improvement.
• Recommend and implement process improvements that increase efficiency, improve service quality, and help the team consistently meet SLA objectives.
• Collaborate with the IT Manager on service improvements, technology initiatives, and operational planning.

Documentation & Asset Management

• Maintain accurate inventory records for all IT assets, including hardware, software licenses, warranties, maintenance agreements, and assigned equipment.
• Document technical procedures, troubleshooting steps, and issue resolutions within the ticketing system.
• Create, maintain, and update user guides, knowledge base articles, and technical documentation.
• Ensure asset records remain current throughout the hardware lifecycle, including deployments, replacements, and retirements.
• Assist with technology audits and software license compliance activities.

Qualifications

Required

• High school diploma, GED or equivalent.
• CompTIA A+ certification.
• 7+ years of desktop, help desk, or technical support experience in an enterprise environment.
• 2+ years of experience serving as a senior technician or technical lead with demonstrated success assigning work, prioritizing tasks, and coordinating technician workloads.
• Excellent communication and customer service skills.
• Willing to travel or commute to different offices as needed.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.
• Proven experience with Windows operating systems and basic troubleshooting.
• Experience in Microsoft Active Directory (AD).
• Proficiency in Office 365 applications.
• Ability to use power tools, such as drills, for mounting equipment.

Preferred

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Microsoft Certified Professional, or other CompTIA certificates.
• Experience with Autodesk products.
• Experience in the construction industry, or similar fast-paced industries.

Physical Requirements

• Prolonged periods of sitting at a desk.
• Must be able to lift up to to 50 pounds, including team lifting when necessary.
• Must have sufficient visual acuity to read printed and digital documents.
• Ability to install and mount IT equipment in office and conference room environments.



Compensation

$36.00 - $40.86 per hour ($75,000.00 - $85,000.00 per year)

Total Rewards

Murray Company offers a generous total rewards package to include no less than a 15% Employee Stock Ownership (ESOP) contribution annually on top of a discretionary cash bonus program. Additional benefits include a 3% 401(k) match, 100% company-paid medical coverage for employee (up to 2/3 for family), company provided life insurance, optional vision and dental insurance, and more.

Murray Company 3rd Party Recruiter Engagements

Murray Company does not accept unsolicited resumes or candidate profiles from third-party recruiting agencies or individual recruiters in response to job postings. Resumes submitted to any employee of Murray Company without a signed agreement by an officer of the company (or his or her delegate) AND without the express written agreement by the Talent Acquisition or Human Resources function to engage in a search on behalf of the company will become property of Murray Company. Verbal or written commitments from any other remember of Murray Company will not be considered binding terms. Murray Company will not pay a fee to any third-party recruiting firms or individual recruiters that have not coordinated their recruiting activity through the Talent Acquisition or Human Resources function.

Work Authorization

Murray Company is not sponsoring employment-based visas at this time. Applicants must be currently authorized to work in the United States on an ongoing, permanent basis without the need for current or future visa sponsorship.