Switch · 4 hours ago
Help Desk Lead Technician
Sparks, NV
Full-time
Onsite
Senior Level
5+ years expSwitch is a company that designs, builds, and operates data centers, focused on enabling the technology of the future. The Help Desk Lead is responsible for delivering high-quality IT support, managing the Help Desk operations, and providing technical guidance to technicians to ensure service expectations are met.
Information Technology & Services
Responsibilities
Lead daily Help Desk operations, ensuring incidents and requests are triaged, resolved, or escalated on time
Act as the highest on-site escalation point for complex desktop, application, and access issues
Provide hands-on Level 2 and Level 3 support for Windows environments, hardware, enterprise applications, and end-user devices
Monitor service quality, ticket trends, and response times, recommending practical process improvements
Maintain accurate ticket documentation, time tracking, and knowledge base content
Coach and guide Help Desk technicians through technical issues, workflows, and customer communication
Support ITIL-based incident and service request practices, following defined procedures
Partner with IT management and system administrators to resolve recurring issues and support small projects
Qualification
Required
5 years of hands-on IT support experience, including 1–2 years serving as a technical lead or senior technician
Strong experience supporting Windows desktops, laptops, printers, and common enterprise applications
Working knowledge of Active Directory, Azure AD, Office 365, Teams, and endpoint management tools
Experience using an IT ticketing system and following structured incident and request workflows
CompTIA A+, Network+, and Security+ certifications, or equivalent practical experience
Valid driver's license and reliable transportation required to support on-site work daily and participate in an on-call rotation
Preferred
3+ years of experience in a senior or lead-level IT support role
ITIL certification or hands-on experience working within an ITIL-aligned environment
Experience supporting Apple devices and managing mobile devices (MDM)
Familiarity with ServiceNow, Jira, or comparable IT service management platforms
Benefits
Generous Benefits Package - Switch provides comprehensive coverage for you and your family that can be tailored to fit your personal needs, and more!
Company
Switch
Switch was founded in 2000 by CEO Rob Roy and stands at the forefront as the premier data center designer, builder and operator, owning 100% of its land and facilities.
501-1000 employees
H1B Sponsorship
Switch has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (1)
Funding
Current Stage
Late StageLeadership Team
Gabe Nacht
Chief Financial Officer
Madonna Park
Chief Financial Officer
Recent News
2025-07-15
2025-04-22
2025-03-26
Company data provided by crunchbase