HELP DESK LEAD

Cross Link Consulting of North Augusta, SC is seeking a full-time Help Desk Lead to assist end users with their computer systems, software, cloud systems, and cybersecurity protection.

About Cross Link

At Cross Link Consulting, we don't fix computers, we serve people! We are a Managed Services Provider (MSP) offering IT support, cybersecurity, and strategic technology services to businesses and organizations across the Greater Augusta and Central Savannah River Area. Over the years we've built something more than outsoured IT—we've become "the friendly IT department down the hall." We believe our success comes from more than technical know-how; it comes from people who are called to serve others. Our team thrives when we put our clients first, solve problems with creativity, and protect people from risk with diligence. That's why we foster a company culture that values both professional excellence and personal calling.

A Day in the Life as a Help Desk Lead

As a Help Desk Lead at Cross Link, you are the first call our clients make and the person responsible for seeing their issues through to resolution. The ticket queue is yours. The client relationship built through each interaction is yours. That ownership is the core of what makes this role meaningful.

A typical day runs wide: a printer down at one client site, a new employee to onboard and provision at another, and even a suspicious email forwarding rule flagged in Microsoft 365 that needs a judgment call before the end of the business day. You triage, prioritize, and execute—with minimal hand-holding, because you know your craft.

Alongside the reactive work, you carry a standing slate of scheduled responsibilities. Weekly software update cycles, monthly backup reviews, and recurring email security alert reviews are yours to own and keep consistent. Clients count on that consistency even when nothing feels urgent.

A significant part of the client base operates in the accounting, legal, and public health verticals, which means the applications on their desktops are not always standard-issue. Getting fluent in the professional tax, accounting, and practice management software these industries run on is part of becoming effective in this role.

Security is woven into the day, not bolted on at the end. Reviewing endpoint protection alerts, investigating phishing reports, and responding to suspicious account activity in Microsoft 365 are regular touchpoints. Clients trust us to catch what they miss, and you're the one doing the catching.

Requirements

• A serving mindset for client and team interactions
• Humility and a desire for the team to succeed
• Passion and drive to work hard, take ownership, and seek additional responsibility
• Good judgment and intuition with uncompromising integrity
• High aptitude and demonstrated ability to manage and troubleshoot:
  • Windows desktop and laptop environments (hardware and OS)
  • Microsoft 365 administration (user accounts, Exchange, Teams, SharePoint)
  • Entra ID / Azure AD (account management, conditional access, permissions)
  • Endpoint security and EDR platforms
  • Email security and phishing investigation
  • Printer and peripheral troubleshooting
  • VPN client configuration and connectivity troubleshooting
  • User onboarding and offboarding workflows

Preferences

• Resolution mindset focused on practical solutions vs. an elitist attitude
• Experience supporting clients in accounting, legal, or healthcare verticals
• Familiarity with professional tax and accounting software used in public accounting firms
• Experience with SMB accounting and practice management applications
• Knowledge of cloud backup and disaster recovery solutions
• Experience with email security platforms and alert review workflows
• Experience mentoring or supporting less experienced technicians
• Knowledge of cybersecurity best practices at the SMB level
• Proficiency with remote monitoring and PSA/ticketing platforms
• 2+ years of IT support experience in a helpdesk or MSP environment
• Certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications are a plus but not required

Schedule

The typical schedule for this position is Monday through Friday from 8 am to 5 pm. Extended work hours may be required during busy seasons. This is NOT a remote or work-from-home position.

Pay

$40,000–$50,000/year, based on experience.

Benefits

• Healthcare benefits
• Flexible hours and independence
• Continuing education opportunities
• A culture where people matter more than machines