Service Desk Team Lead

O'Brien & Sons Building Company is a top-100 general contractor with 430 employees and more than a billion in annual volume. Our regional offices in California and four other markets manage hundreds of active projects. Start time is 6:30 a.m., and crews work 10-hour days in summer.

Job summary:

The Service Desk Team Lead is the first point of contact for staff with computer, phone, printer and account problems. Our End User Services team closes around 600 tickets a month and needs one more person on the desk. Remote within the US. The team meets in Los Angeles once a quarter, travel covered. We talk mostly in Slack and hop on quick calls when something needs discussing.

Main duties:

• Track hardware inventory and warranty status in the asset system
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Escalate network, server and application problems to the right team with clear notes
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone

What you need:

• 7+ years of help desk or desktop support experience
• CompTIA A+ certification or equivalent hands-on experience
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• Experience with Active Directory user and group management
• Valid driver's license and reliable transportation for travel between sites
• Customer service skills and patience with non-technical users

Preferred qualifications:

• Meraki or Ubiquiti networking gear
• Network+ or Microsoft MD-102 certification
• ITIL 4 Foundation
• Intune, Jamf or SCCM/MECM

Schedule: Monday to Friday, 8:00 AM to 5:00 PM

The salary range for this role is $39.50 - $47.50/hr. This range reflects base salary only.

Why work with us:

• Health, dental and vision coverage starting on day one
• 401(k) with 4% match
• 12 weeks of paid parental leave
• Referral program
• Paid holidays

O'Brien & Sons Building Company is an Equal Opportunity Employer, including disability and protected veteran status.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at O'Brien & Sons Building Company.