IT Systems Support Lead

Position Summary

Nuss Truck & Equipment is seeking an experienced, service-oriented IT Systems Support Lead to serve as the primary owner of the IT service desk and end-user support operations.

This role acts as the first point of contact for technology support requests and is responsible for managing ticket intake, triage, prioritization, and coordination across the IT team.

The IT Systems Support Lead ensures employees receive timely and effective technology support while maintaining the processes, documentation, and tools that drive service delivery.

The ideal candidate is a highly organized technical professional who enjoys solving problems, helping users succeed, and taking ownership of support operations.

This position offers opportunities to expand technical skills through endpoint management, technology projects, operational initiatives, and collaboration with senior IT staff while supporting the organization's continued technology growth.

The responsibilities outlined below are intended to describe the general nature and level of work performed by this position and are not intended to be an exhaustive list of all duties, responsibilities, or qualifications.

Additional duties may be assigned based on business needs and organizational priorities.

ESSENTIAL RESPONSIBILITIES

Service Desk Ownership & Support Operations


* Serve as the primary owner of the IT service desk and support queue.


* Serve as the primary point of contact for incoming IT support requests and coordinate appropriate resolution or escalation.


* Monitor, triage, prioritize, and assign support requests.


* Ensure tickets are accurately documented and updated throughout the resolution process.


* Coordinate support activities with other IT team members to ensure timely issue resolution.


* Act as the primary escalation point for complex end-user technology issues.


* Monitor support performance, service levels, and ticket backlogs to identify improvement opportunities.


* Develop, maintain, and improve support procedures, workflows, knowledge base articles, and technical documentation.


* Identify recurring issues and recommend process or technology improvements.


* Maintain a consistent, high-quality support experience across all company locations.

End User Support


* Provide advanced technical support for desktops, laptops, mobile devices, printers, and peripheral equipment.


* Troubleshoot hardware, software, operating system, connectivity, and application issues.


* Support Microsoft 365 applications, document management systems, business applications, and related productivity tools.


* Provide remote and onsite support as needed.


* Deliver professional, courteous, and effective support to employees at all levels of the organization.

User Administration & Endpoint Management


* Perform employee onboarding and offboarding activities.


* Create, modify, and disable user accounts in accordance...