IT Help Desk Lead

Responsibilities

• Manage laptop onboarding, imaging, initial installs, and employee setup for 10-15 new hires per week
• Own Tier 1 ticketing and desktop support for all U.S. offices, including remote IT support
• Administer SharePoint, including site permissions and content management
• Provision and manage VPN accounts across FortiGate and Cisco platforms
• Support an enterprise domain consolidation initiative to streamline email and identity infrastructure
• Drive adoption of an upgraded IT ticketing system
• Stand up IT asset tracking and management processes
• Redesign imaging deployment and onboarding processes for greater efficiency
• Administer and provision access across all our 3rd party IT software
• Aid in managing IT-related subscriptions and services

Requirements

• 3+ years of experience in IT help desk / desktop support, including Tier 1-2 ticketing and deskside support
• Bachelor’s Degree preferred but not required
• Endpoint/device management experience (imaging, Intune/Jamf, Autopilot) across Windows and macOS
• Experience with remote support tooling (e.g., ScreenConnect)
• Identity and access management experience: account/group provisioning and SSONetwork/VPN administration experience (FortiGate and Cisco AnyConnect)
• M365/SharePoint administration experience, including site permissions and sharing governance
• Atlassian administration experience (Jira/Confluence) and Slack administration
• Demonstrated ability to manage high-volume onboarding workflows (10-15 new hires/week) with strong process discipline
• Excellent oral and written communication skills
• Strong project management and problem-solving skills and attention to detail
• Strong account and access management experience with RBAC provisioning
• Willingness to travel up to 10% of the time

Qualifications

• Endpoint/device management experience (imaging, Intune/Jamf, Autopilot) across Windows and macOS
• Experience with remote support tooling (e.g., ScreenConnect)
• Identity and access management experience: account/group provisioning and SSONetwork/VPN administration experience (FortiGate and Cisco AnyConnect)
• M365/SharePoint administration experience, including site permissions and sharing governance
• Atlassian administration experience (Jira/Confluence) and Slack administration
• Demonstrated ability to manage high-volume onboarding workflows (10-15 new hires/week) with strong process discipline
• Excellent oral and written communication skills
• Strong project management and problem-solving skills and attention to detail
• Strong account and access management experience with RBAC provisioning
• Willingness to travel up to 10% of the time