Deskside Support Lead

Location: Ashburn, VA, US | Schedule: Full‑Time, Day shift | Travel: Up to 50% | Clearance: None required; must be able to obtain a Public Trust | Potential for remote work.

Responsibilities

• Act as a senior technical lead, managing mass imaging pipelines, high‑volume onboarding preparations, equipment moves, and advanced troubleshooting of end‑user laptops and desktops in a diverse Microsoft Windows environment.
• Lead and coordinate a team of four IMAC technicians.
• Provide Tier 2 deskside end‑user support focused on mass imaging, deployment, asset management, and Windows 11 troubleshooting, with strong user interaction skills.
• Work independently while leading team efforts and managing deployment pipelines.
• Perform and oversee IMAC procedures and lifecycle refresh activities across the enterprise.
• Manage high‑volume mass imaging processes and device preparation for onboardings and refreshes.
• Collaborate with Tier 3 teams to troubleshoot complex, environmental issues affecting enterprise laptops and desktops.

Qualifications

• High School Diploma and at least 7 years of experience in a supervisory role within an IT support or help‑desk environment.
• Ability to obtain and maintain a Public Trust (U.S. citizenship or Green Card required).
• Experience supporting Active Directory, Microsoft Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, and Zoom.
• Proficiency in advanced troubleshooting and diagnostics for hardware, software, and network‑related issues.
• Strong leadership and coaching skills with the ability to inspire team members to achieve high performance.
• Experience with database tools, ticketing systems, and IT service management (ITSM) tools for tracking and resolving technical issues.
• Excellent verbal and written communication skills for conveying technical concepts to non‑technical users.
• HDI Technical Support Professional certification required within six (6) months of employment.

Preferred Qualifications

• Experience troubleshooting Microsoft Windows with the latest Windows OS.
• Installation, configuration, and mass deployment of new machines in a Windows environment.
• General knowledge of smart cards/PIV cards.
• Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client, and SCCM.
• Experience with conference room/VTC setups.
• Basic familiarity with macOS.

Pay

Target salary range: $40,001 – $80,000 (typical range based on experience and other factors).