Desktop Support Lead
E-Solutions
Role: Sr. Technical /Desktop Support Lead - Employee Tech Services (Windows)
Location: Onsite - 5 Days/Week | Boston, MA
Duration: Longterm Contract
Candidate should have strong leading team exp. Job Description:
Position Summary
We are seeking a highly skilled and customer-focused Lead Solutions Engineer to join our Employee Tech Services team. This role is pivotal in delivering white-glove, deskside IT support to executives and staff in a fast-paced financial services environment. You will lead the resolution of complex technical issues, drive operational excellence, and ensure seamless end-user experiences across hardware, software, mobile, and AV systems. Key Responsibilities
Location: Onsite - 5 Days/Week | Boston, MA
Duration: Longterm Contract
Candidate should have strong leading team exp. Job Description:
Position Summary
We are seeking a highly skilled and customer-focused Lead Solutions Engineer to join our Employee Tech Services team. This role is pivotal in delivering white-glove, deskside IT support to executives and staff in a fast-paced financial services environment. You will lead the resolution of complex technical issues, drive operational excellence, and ensure seamless end-user experiences across hardware, software, mobile, and AV systems. Key Responsibilities
- Provide Level 1 and 2+ deskside and remote troubleshooting support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.
- Troubleshoot and resolve issues related to hardware, software, network, and user credentials.
- Coordinate and execute office moves, tech refreshes, infrastructure buildouts, and perform onsite installations.
- Maintain and update tickets in alignment with SLA and KPI targets.
- Deliver executive-level white-glove support, ensuring high-touch service and discretion.
- Lead the deployment of software releases, patches, and system upgrades across end-user devices.
- Manage IT asset lifecycle including procurement, inventory, and disposal.
- Collaborate with cross-functional IT teams and provide mentorship to junior engineers.
- Participate in incident response (P1-P5) and root cause analysis.
- Support change, release, and problem management processes.
- Experience in Microsoft services including Active Directory, DNS, DHCP, Microsoft 365, Print Server management, and Group Policies (GPOs).
- Proficient in Microsoft Windows OS (Windows 10, Windows Server 2019), Virtual Desktop Infrastructure, and workstation imaging.
- Competent in Microsoft Office 365 and Azure administration.
- Administer security tools such as Putty, FTP, Antivirus, and Robocopy.
- Deploy patches and system-related software.
- Manage workflow and follow up on helpdesk issues via ticketing systems.
- Implement systems-related work through full lifecycle, coordinating with teams and vendors.
- Monitor systems and evaluate performance and latency concerns.
- Troubleshoot servers, applications, PCs, and network-related equipment.
- Document processes, application instructions, and IT-related topics.
- Bachelor's degree or 5-8 years of relevant IT experience.
- Proven experience supporting Windows OS, Microsoft 365, Active Directory, and enterprise collaboration tools.
- Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.
- Experience with IT Asset Management (ITAM) tools and practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to manage multiple priorities in a high-pressure environment.
- Willingness to work flexible hours, including evenings and weekends, as needed.
- Industry certifications (e.g., Microsoft, ITIL, CompTIA).
- Experience in a financial services or managed services environment.
- Familiarity with performance management, capacity planning, and business relationship management.
- Proficiency in using scripting to automate tasks.
Vacancy posted 4 days ago
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