Help Desk Lead - Technical Support

Position Summary

CQ Medical is the global market leader in radiation oncology positioning and motion-management medical devices.  We combine intellect and empathy to design, manufacture and distribute innovative medical devices throughout the world.  We use that same intellect and empathy on our team, offering robust opportunities for growth, generous benefits, and a fantastic team of coworkers. 

The Helpdesk Lead – Technical Support serves as the senior technical resource for end-user support within the IT department.

This role provides advanced troubleshooting and escalation support for complex user issues while helping maintain a high-quality service desk experience for the organization.

The Helpdesk Lead works closely with the Helpdesk Support Specialist to ensure tickets are handled efficiently, problems are resolved quickly, and recurring issues are identified and addressed through improved processes or technical solutions.

This position is primarily hands-on and technical, while also contributing to service desk performance monitoring, documentation, mentoring of junior support staff, and continuous improvement of support operations.

Essential Duties and Responsibilities

Advanced Technical Support


* Serve as escalation point for complex support issues involving endpoints, Microsoft 365, networking, and device management.


* Troubleshoot advanced Windows 10/11 issues including OS errors, drivers, profiles, and application conflicts.


* Diagnose problems using logs, Event Viewer, endpoint diagnostics, and network troubleshooting tools.


* Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and identity services within Entra ID.


* Assist with VPN connectivity, Wi-Fi issues, and network access troubleshooting.


* Work with infrastructure and systems teams when issues require deeper engineering involvement.

Endpoint Management & Device Lifecycle


* Support endpoint management using Microsoft Intune including device provisioning, policy deployment, compliance monitoring, and troubleshooting.


* Assist with device onboarding, workstation refresh cycles, and asset lifecycle planning.


* Support software deployment, patch management, driver updates, and endpoint configuration standards.


* Collaborate with Systems Administration to maintain secure and reliable endpoint configurations.


* Collaborate with Cyber Security Specialist to monitor and respond to endpoint security alerts using Endpoint Detection and Response (EDR) tools (Defender for Endpoint and Crowdstrike), escalating potential threats in accordance with security procedures.

Helpdesk Support & Escalation


* Provide escalation support for the Helpdesk Support Specialist and assist with difficult user issues.


* Assist with ticket triage to ensure requests are routed appropriately and handled efficiently.


* Ensure tickets contain clear troubleshooting steps, resolution details, and accura...