Help Desk / Desktop Support Specialist

The Help Desk/ Desktop Support Specialist serves as an advanced Tier 2 technical resource within LERETA’s IT Support organization. This role functions as a senior escalation point, providing expert-level troubleshooting and resolution of complex technical issues while ensuring minimal disruption to business operations. This position plays a critical role in maintaining system stability, data security, and operational continuity across the enterprise. The Senior IT Support Specialist works independently, exercises sound technical judgment, collaborates cross-functionally, and supports infrastructure initiatives that align with LERETA’s commitment to reliability, compliance, and service excellence.

Key Responsibilities:

Advanced Tier 2 & Escalation Ownership

• Serves as primary escalation point for complex Tier 2 incidents.
• Lead troubleshooting efforts for multi-system issues impacting business operations
• Performs root cause analysis and implement long-term corrective actions
• Manages high-priority and high-visibility incidents with urgency and accountability
• Identifies trends and recommends preventative solutions to reduce ticket volume

Systems Administration & Infrastructure Support

• Administers and maintain Active Directory (users, groups, GPOs, access controls)
• Supports Microsoft 365 services, identity management, and endpoint policies
• Assists in virtual environment support (VMware/VDI)
• Participates in patch management, endpoint management, and software deployment initiatives
• Contributes to system upgrades, migrations, and technology rollouts
• Coordinates with vendors and manage support cases to resolution

Desktop Engineering & Endpoint Management

• Oversees workstation imaging standards and deployment processes
• Ensures endpoint security compliance and performance optimization
• Manages hardware lifecycle planning and asset tracking processes
• Supports mobile device management and enterprise mobility solutions

Process Improvement & Leadership

• Mentors and provides guidance to Level I technicians
• Assists in developing support documentation, SOPs, and knowledge base articles
• Recommends workflow improvements to increase efficiency and service quality
• Supports IT audits and compliance initiatives
• Participates in after-hours support rotation as required

Core Competencies:

• Advanced troubleshooting and diagnostic skills across hardware, OS, and network layers
• Strong understanding of enterprise IT environments
• Excellent communication and stakeholder management skills
• Ability to manage competing priorities with minimal oversight
• Demonstrated ownership mindset and accountability
• Strong analytical thinking and proactive problem-solving
• Ability to influence process improvements and technical standards

Required Education & Experience:

• 3+ years of progressive IT Support or Desktop Support experience
• Demonstrated experience handling complex Tier 2 escalations independently
• Strong experience with Microsoft Windows environments in a business setting
• Working knowledge of Active Directory administration and group policy
• Experience supporting Microsoft 365 services
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP, authentication)
• Experience with virtualized environments (VMware preferred)
• Experience with endpoint management tools

Salary range: $20.33 - $23.50