Service Desk Team Lead

Regional vice presidents oversee clusters of branches in New York and neighboring markets. Branch, recruiting center and onsite teams are backed by a central payroll and compliance group in New York City. Founded in 1949, we now have 430 employees. Branch hours are 7:30 to 5, with one person on call for after-hours orders.

Position summary

Our operations team closes around 600 tickets a month and needs one more person on the desk. As Service Desk Team Lead at Bear Creek Staffing Solutions, you'll handle day-to-day IT requests for about 250 employees across two offices. This role is fully remote within the US. You will write a lot of updates, so clear written English is important.

In this role you will

• Install and update approved software and remove anything unlicensed.
• Connect remote users to VPN and troubleshoot access issues.
• Track hardware inventory and warranty status in the asset system.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Lift and move equipment up to 50 lbs and work under desks when needed.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Write and update knowledge base articles for common problems.
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.

What you need

• 7+ years of help desk or desktop support experience.
• Experience with Active Directory user and group management.
• Working knowledge of Windows 10/11 and basic macOS support.
• High school diploma or GED required. Associate degree in IT preferred.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.

Nice to have

• Basic PowerShell scripting.
• ITIL 4 Foundation.

Schedule: Weekdays, 7:00 AM to 3:30 PM

Starting pay: $91,000 - $107,000 a year, depending on experience and certifications.

Pay and benefits

• Health savings account (HSA) with employer contribution.
• 401(k) with 4% match.
• Paid time off.
• Tuition reimbursement.

Bear Creek Staffing Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Applicants must be authorized to work in the U.S.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Bear Creek Staffing Solutions.