Lead Desktop Support Specialist

IDR is seeking an experienced Lead Desktop Support Specialist to provide hands-on technical support in a high-volume enterprise IT environment. This role will focus on desktop troubleshooting, hardware deployments, computer imaging, ServiceNow ticket management, and supporting end users while assisting with technical escalations and mentoring other technicians.

Responsibilities

• Troubleshoot complex desktop hardware, software, printer, and network issues.

• Install, image, configure, and deploy Windows computers and applications.

• Perform workstation replacements, including user data and profile migrations.

• Manage and prioritize incidents and service requests through ServiceNow.

• Support Active Directory, email, Citrix, and network connectivity issues.

• Lead desktop support projects, mentor technicians, and maintain technical documentation.

• Provide onsite and field support as needed.

Qualifications

• 7+ years of hands-on desktop support experience in an enterprise environment.

• Strong experience with computer imaging, hardware installations, software deployments, and user profile migrations.

• Hands-on experience with ServiceNow ticket management.

• Experience configuring and troubleshooting local/network printers and peripherals.

• Working knowledge of Active Directory, Windows operating systems, and networking fundamentals.

• Strong troubleshooting, communication, and technical documentation skills.

• Ability to work 100% onsite in Rocky Mount, NC, with travel as required.