Lead Desktop Support Technician

This is a contract position based in Tracy, CA.

About the Role

We're looking for a Desktop Support Team Lead to provide day-to-day desktop support, act as the primary escalation point for complex issues, and oversee a team of desktop support technicians in a fast-paced warehouse and logistics environment. This role supports approximately 300 end users and involves managing ticket queues, coordinating IT projects, and mentoring junior team members.

Responsibilities

• Provide day-to-day desktop support, break/fix services, and hardware maintenance.
• Act as the lead technician and primary escalation point for complex desktop, hardware, and connectivity issues.
• Support approximately 300 warehouse and logistics end users.
• Oversee team ticket queues and ensure service levels and response times are met.
• Manage an average workload of 25 tickets per shift while assisting team members with escalated issues.
• Troubleshoot hardware, software, printer, wireless, and connectivity issues.
• Coordinate and support ongoing IT projects, device deployments, upgrades, and routine maintenance.
• Mentor and provide guidance to junior desktop support technicians, promoting best practices and knowledge sharing.
• Partner with IT management on operational improvements, process documentation, and site technology initiatives.
• Maintain consistent communication and follow-through with end users to ensure timely resolution of issues.

Requirements

• Desktop Support experience in a Windows environment.
• Strong troubleshooting skills supporting PCs, printers, RF/wireless devices, and Windows 10/11 connectivity issues.
• Excellent customer service and communication skills with the ability to support users at all levels of the organization.
• Proven experience leading or mentoring desktop support technicians in a fast-paced environment.
• Ability to prioritize workloads, coordinate team activities, and ensure timely ticket resolution.

Preferred Experience

• Previous Team Lead, Lead Desktop Support Technician, or IT Support Lead experience.
• Warehouse or distribution center IT support environment.
• Experience supporting Warehouse Management Systems (WMS), specifically Manhattan PKMS.
• Familiarity with RedWorks Pick-to-Light systems.
• Experience supporting handheld scanners, RF devices, and wireless technologies.
• Experience coordinating support teams, ticket queues, and technology deployments in an enterprise environment.

Technical Environment

• Windows 10 / Windows 11
• Microsoft Office Suite (Outlook, Word, Excel)
• LaserJet Printers
• Zebra Label Printers
• RF (Radio Frequency) Devices
• Wireless Network Connectivity
• ServiceNow Ticketing System
• Basic Networking & Troubleshooting

Pay

The pay range for this position is $35.00 - $38.50 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)

Schedule

This is a fully onsite position in Tracy, CA.