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 accurate categorization.
• Maintain a high standard of technical support and customer service for both onsite and remote users.

Helpdesk Service Oversight & Reporting

• Support the operational effectiveness of the helpdesk by monitoring ticket queues, response times, and resolution performance.
• Generate periodic reports from the helpdesk ticketing system (Freshservice) to review trends such as ticket volume, response time, backlog, and resolution metrics.
• Work with IT leadership to review helpdesk performance relative to defined service level objectives.
• Identify recurring issues or ticket patterns and recommend improvements to reduce support volume or improve response times.
• Help ensure helpdesk processes and documentation standards are followed.
• Contribute to maintaining and improving helpdesk workflows and operational standards.

Mentorship & Knowledge Sharing

• Provide guidance and technical mentorship to Helpdesk Support Specialists.
• Assist with development of training materials and troubleshooting guides.
• Contribute to the IT knowledgebase to improve first-contact resolution and reduce recurring tickets.
• Encourage knowledge sharing and collaborative problem solving within the IT team.

Process Improvement

• Identify recurring support issues and work with IT leadership to implement improvements through configuration changes, automation, or documentation.
• Assist with improving helpdesk workflows, ticket categorization, and support procedures.
• Participate in small technical initiatives such as workstation rollouts, software deployments, or automation enhancements.
• Assist with IT onboarding activities for newly acquired companies, including endpoint setup, user provisioning, and integration into the CQ Medical environment.

Qualifications

Required Experience

• 3-5 years of experience in IT technical support or helpdesk roles.
• Experience troubleshooting Windows 10/11 endpoints in a business environment.
• Experience supporting Microsoft 365 and Entra ID environments.
• Familiarity with device management tools such as Microsoft Intune.

Technical Skills

• Strong troubleshooting ability across Windows endpoints, printers, and user applications.
• Knowledge of Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive.
• Understanding of basic networking concepts (DNS, DHCP, VLANs, Wi-Fi).
• Familiarity with scripting or automation using PowerShell is preferred.
• Experience working with IT service management (ITSM) platforms such as Freshservice, ServiceNow, or Jira Service Management.
• Ability to analyze ticket trends and contribute to service improvement initiatives.

Soft Skills

• Excellent communication and customer service skills, both written and verbal.
• Ability to troubleshoot complex technical issues methodically.
• Strong documentation and knowledge-sharing habits.
• Ability to mentor junior staff and collaborate effectively with technical teams.

Preferred Experience

• Experience in a manufacturing or regulated environment.
• Exposure to ITIL or structured IT service management practices.
• Experience with endpoint automation or scripting.

Reasonable accommodations may be made to enable an individual with a disability to complete the essential functions of this position and/or meet the requirements below.  This position is in a typical office environment and the noise level is typically low to moderate.  This position requires the ability to work on a computer for extended periods of time.  Minimal travel required, if any.  Ability to rarely or occasionally lift up to 35 pounds and rarely or occasionally work overhead, stretch, reach, squat, or perform other physical tasks relative to hardware set-ups.  Ability to read and understand written instructions and work manuals.  Visual acuity and physical dexterity sufficient to operate a computer is needed.  Ability to have regular and predictable attendance is required to support the IT needs of the organization.