Technical Support Lead

Technical Support Lead Rex Moore continues to be powered by amazing employees just like you for over 100 years. Together we are building a world that is safe, comfortable, and sustainable. Our diverse team of experts spreading to National territories create innovative, integrated solutions to make cities more connected, buildings more intelligent and environments more comfortable and secure. The Technical Support Lead is a hands-on technical role responsible for managing end-user support processes, troubleshooting escalated issues, and mentoring support technicians to improve service delivery. This role ensures operational excellence by developing proactive support strategies, enforcing IT best practices, and maintaining documentation to drive efficiency and knowledge sharing. Additionally, the Technical Support Lead collaborates with IT leadership to optimize processes and contribute to continuous improvement initiatives. End-User & Technical Support Lead IT support team in resolving tickets efficiently, including L2/L3 escalations Provide direct, hands-on troubleshooting for Windows 10 & Windows 11 workstations and Windows Server 2019+ environments Manage ITSM tools (e.g., ServiceNow, Zendesk, ManageEngine) to ensure accurate ticket tracking, SLA adherence, and reporting Oversee desktop, laptop, and mobile device deployments, imaging, and configurations Administer and troubleshoot Active Directory (AD), including user management, group policies, and authentication issues Ensure patch management, software updates, and security compliance for all Windows-based endpoints in collaboration with IT leadership Support Microsoft Office 365 Suite, including Outlook, Excel, Word, Teams, SharePoint, and OneDrive Assist in identity and access management, enforcing security protocols for user accounts Support IT infrastructure teams in troubleshooting network connectivity and authentication issues Train and mentor junior technicians on troubleshooting techniques and support best practices Process Documentation & Knowledge Management Ensure the creation, maintenance, and communication of all process and support documentation within the IT team Standardize support documentation, including SOPs, troubleshooting workflows, and knowledge base articles Conduct regular documentation reviews to keep materials up to date with technology changes and user needs Strategic & Continuous Improvement Analyze ticket trends to identify recurring issues and propose long-term solutions Work with IT leadership to optimize and implement IT support processes, tools, and automation solutions Collaborate on IT policy enforcement and user education to reduce common IT issues Assist with onboarding and training programs to improve end-user self-service adoption Participate in evaluating new technologies and tools to improve IT support operations Provide insights on IT service metrics and recommend enhancements for scalability and efficiency What's in it for You? We're growing and need people excited about honing their craft and developing their career. If you're ready to push your skill level, learn something new every day, and be part of tomorrow's energy source, join the Rex Moore Family. Some of the benefits you may be eligible for as an employee are: Health Benefits 401(k) with Company Match Life and Disability Benefits Paid Holidays & Paid time off Access to multiple types of training Opportunities for Self-development and Career Progression Wellness Benefits & Employee Assistance Program Family Leave (Maternity, Paternity) Tuition Reimbursement Program Apprenticeship Program Career Advancement: At Rex Moore, we provide amazing job opportunities for growth with competitive salaries and benefits in an exciting, dynamic, fast-paced, and fun workplace environment. Are you looking to build a strong career? Then we have an opportunity for you! Compensation: Rex Moore pays hourly/salary rates commensurate with each employee's knowledge, experience and skill level. Work environment: Work is performed in an office environment. This position may be required to travel to other office locations. Reporting Structure: Reports to Information Technology Director Department Information Technology Department EOE Qualifications Knowledge, Skills and Abilities Expertise in Windows 10 & Windows 11 workstation support. Proficiency in Windows Server 2019 and newer, including user management, permissions, and troubleshooting. Strong knowledge of Active Directory (AD), Group Policy Objects (GPOs), DNS, and authentication protocols. Experience managing and troubleshooting the full Microsoft Office Suite (Outlook, Excel, Word, Teams, SharePoint, OneDrive, etc.). Familiarity with PowerShell scripting for task automation and troubleshooting. Understanding of networking fundamentals, including TCP/IP, DNS, VPNs, and remote desktop services. Experience with ITSM tools (e.g., ServiceNow, ManageEngine) for ticketing, reporting, and service management. Strong problem-solving and analytical thinking skills to resolve technical issues efficiently. Excellent documentation skills, with experience maintaining SOPs, knowledge bases, and IT workflows. Ability to mentor and train junior technicians to improve team capabilities. Strong customer service and communication skills, ensuring clear and professional interactions with users. Ability to prioritize and manage multiple tasks while meeting deadlines. Ability to adapt quickly to changing technologies and recommend improvements to IT support processes. Comfortable working in a fast-paced environment while maintaining a high level of attention to detail. Strong troubleshooting abilities across Windows environments, Office 365, and networking infrastructure. 5+ years of IT support experience, including leadership or team lead roles. Certifications strongly preferred: Microsoft 365 Certified: Modern Desktop Administrator Associate CompTIA A+ or Network+ ITIL Foundation (for IT service management best practices) Microsoft Certified: Windows Server Hybrid Administrator Associate Microsoft Certified: Azure Fundamentals (for cloud and identity management) Proficiency in: Windows 10 & Windows 11 workstation administration Windows Server 2019 and newer Active Directory (AD) user management, GPOs, and authentication protocols Microsoft Office 365 Suite (Outlook, Excel, Word, Teams, SharePoint, OneDrive) Endpoint security, patch management, and compliance enforcement ITSM platforms such as ServiceNow or ManageEngine for service management Basic PowerShell scripting for automation and troubleshooting Strong troubleshooting experience with network connectivity, authentication, and endpoint issues. Associate or Bachelor's degree in IT, Computer Science, or a related field (or equivalent work experience) Physical Requirements: Ability to verbally communicate: convey detailed and accurate instructions and information. Ability to hear with or without correction in order to receive and interpret detailed information. Required to sit at a desk work station for long periods of time. Push, pull, lift, carry at least 10 pounds and occasionally lift/move up to 35 pounds. Occasionally required to walk and stand for short and long periods of time. Required to have visual acuity with or without correction in order to read contract documents, analyze data, view a computer monitor, and proof-read documents to identify errors. Required to use fingers and hands: type using a computer keyboard, handle, feel, and reach. May occasionally be required to stoop, kneel, and crouch.

Created: 2026-03-08