Desktop Support Lead bei AWC Inc

We are seeking a Desktop Support Lead (Level III) who can both deliver high-level technical support and drive continuous improvement of our support desk.

We’re seeking a Desktop Support Specialist Level III to ensure our team stays connected and productive by resolving hardware, PC, and basic networking issues, supporting a range of operating systems and applications, and upholding information security. You’ll deliver exceptional customer service, manage projects in a dynamic environment, and continuously adapt to new technologies.

How you’ll make an impact: 

• Advanced Technical Support: Diagnose and resolve complex technical issues across hardware, OS, O365, Active Directory, Azure/Entra, and networking – both onsite and remotely.
• Proactive Problem-Solving: Identify patterns across recurring tickets, perform root cause analysis (RCA), and implement preventative solutions.
• Project Ownership: Independently scope, plan, and execute IT projects (e.g., asset lifecycle management, inventory workflows, onboarding/offboarding improvements).
• Enterprise Mindset: Drive standardization, scalability, and proactive asset management, including refresh cycles to prevent aging/failing equipment.
• Peer Development: Mentor and coach Desktop Support technicians, creating a funnel of talent that can transition into infrastructure, networking, security, and development roles.
• Metrics & Reporting: Use Freshservice dashboards to track SLA compliance, ticket volume, and resolution times, and translate insights into actionable improvements.
• Customer Experience: Deliver high-touch, professional support and foster a culture of ownership and accountability across the team.

Skills You Will Need:

• 5+ years of IT support experience or equivalent degree in IT/Computer Science.
• Proven expertise in PC repair, hardware diagnostics, O365, Active Directory, Azure/Entra, and networking fundamentals.
• Demonstrated ability to manage projects with minimal oversight.
• Strong communication and leadership presence
• Experience with ticketing systems and asset management tools
• Growth-oriented mindset with an appetite for continuous learning and coaching peers.

What Sets You Apart:

• Ability to recognize systemic issues and drive long-term fixes.
• Experience standardizing and modernizing IT support processes.
• Strong mentoring and coaching ability.
• Balance of technical depth and customer empathy.
• Desire and readiness to grow into a formal supervisory or leadership role.
• Friendly demeanor with the ability to teach users and fellow Desktop Support technicians
• Excellent Troubleshooting Skills

The Rewards:

• Employee Stock Ownership Plan (ESOP)
• 401(K) Match
• Competitive Pay
• Medical, Dental and Vision Insurance Package
• Employer Paid Life Insurance
• Paid Time Off and Holiday Pay
• Career Development Opportunities

About AWC

As employee-owners, we strive to do more than just complete tasks; we seek to develop fulfilling careers by pushing ourselves and questioning the status quo. We embrace innovative and creative methods to expand our expertise while providing genuine value to our customers and technology partners. We strategically partner with the world’s most-recognized brands to help engineering, reliability, and maintenance teams solve problems effectively. As experts in our partners’ technologies, we are well-equipped to properly size, select, configure, and support each. It is our goal to serve you with the best combination of caring experts and innovative solutions from our partners.

How We Win Together

We are committed to solving customer problems and are looking for team members that want to be a trusted resource to those looking for a partner who out-knows, out-cares, and out-serves everyone else. Every day, we strive to deliver on our mission to empower people to make the greatest positive impact for the communities and families we serve together. Our Winning Together culture starts with a shared commitment to building an environment of inclusiveness, trust, and mutual respect. We know that when people like you are safe to pursue your passions, to learn, to serve, and to share in the rewards from our combined efforts, then we are winning together.