Help Desk Support Lead

In this on-site role in Woodland Park, Colorado, you would join a SNI Technology client as the Help Desk Support Lead. This contract-to-hire position focuses on guiding IT operations, handling escalated tickets, provisioning devices, and documenting processes while driving key initiatives.

Responsibilities

• Monitor and respond effectively to support requests received through the IT Help Desk system.
• Troubleshoot Tier III computer hardware and software problems for end users.
• Work on special projects pertaining to computer equipment and software, including upgrades to operating systems and email systems.
• Image and migrate computers.
• Document processes for training purposes.
• Use remote software to resolve problems that can be fixed through a remote session.
• Other tasks as needed.

Requirements

• Minimum 7 years of Help Desk or deskside support experience.
• Minimum 3 years of experience in a lead role or as a Tier III escalation resource.
• Hands-on experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
• Microsoft Windows 10 and 11: Proficient in supporting and troubleshooting Windows operating systems.
• Experience with Office 365: Proficient in supporting and troubleshooting Office 365 applications, including configuration, email systems, and collaborative tools.
• Virtualization technologies, including VMware.
• High School Diploma or equivalent. Bachelor’s degree or equivalent is preferred.
• IT certifications such as A+, Network+, Security+ or Apple certifications preferred.
• The ability to lift and transport equipment weighing up to 50 pounds.
• Understanding of and alignment with the mission and values of the ministry.
• A background in faith-based or mission-driven organizations is preferred.
• Must sign a Statement of Faith.

Technologies

• Windows 10, Windows 11, macOS, iOS
• Microsoft 365, Teams, OneDrive, SharePoint
• MDT, SCCM, PXE booting, Intune
• VMware
• ConnectWise, ServiceNow, Zendesk
• Zoom Rooms, SharePoint Online
• VPN, DNS, DHCP
• Cable testers, Wi-Fi analyzers
• BIOS/UEFI, Mac OSX
• MDM tools

Preferred Experience

• Troubleshooting conference room AV setups and professional audio/visual equipment.
• Microsoft SharePoint Online: Experience with SharePoint Online and its collaborative tools.
• Mac OSX and iOS: Experience in troubleshooting and supporting Mac OSX and iOS devices.
• Experience with MDM tools.

Compensation

The position offers a rate of $33.65 to $36.05 per hour for a six-month contract. Upon conversion to permanent, the anticipated annual salary ranges from $70,000 to $75,000. Actual pay is determined by skills, knowledge, and experience, with specifics discussed with the recruiter.