Team Lead, Help Desk Engineer

CRB Workforce is seeking a Team Lead, Help Desk Engineer for an on-site contract position in Andover, MA. This role involves providing comprehensive end-user support for Mac and Windows systems, troubleshooting hardware and software issues, deploying system images, managing incidents in ITSM, and performing IT equipment installations and changes. The ideal candidate will have 7+ years of help desk experience and a strong technical background to lead and train others.

Must Have

• 7+ years’ experience in help desk support with Mac and Windows environments
• Core tech stack: Active Directory, Office 365, AWS, OKTA (or similar), Apple Business Manager, JAMF
• Good technical background with the ability to lead and train others
• Advanced experience with Incident Management and ITSM platforms
• Proficiency in PowerShell and system management tools (e.g., SCCM/SMS)
• Expertise in Microsoft and Apple hardware/software environments
• Experience with disk imaging and deployment tools
• Excellent communication, documentation, and customer service skills
• Strong troubleshooting, problem-solving, and task prioritization abilities
• Capable of lifting and handling IT equipment (PCs, servers, peripherals)

Good to Have

• Additional IT certifications (e.g., Apple, Microsoft, AWS)

Perks & Benefits

• Full benefits

We are currently looking for a Help Desk Support Lead. We have one open position. Please apply and we can discuss!

Location: On-site, Andover, MA

Salary: $30–$33/hour

Benefits: Full benefits

Type: Contract

Funding Round: N/A

Sponsorship Available: No

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Most Important:

• 7+ years’ experience in help desk support with Mac and Windows environments
• Core tech stack: Active Directory, Office 365, AWS, OKTA (or similar), Apple Business Manager, JAMF
• Good technical background with the ability to lead and train others

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Qualifications:

• Advanced experience with Incident Management and ITSM platforms
• Proficiency in PowerShell and system management tools (e.g., SCCM/SMS)
• Expertise in Microsoft and Apple hardware/software environments
• Experience with disk imaging and deployment tools
• Excellent communication, documentation, and customer service skills
• Strong troubleshooting, problem-solving, and task prioritization abilities
• Capable of lifting and handling IT equipment (PCs, servers, peripherals)

Preferred (optional):

• Additional IT certifications (e.g., Apple, Microsoft, AWS)

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Responsibilities:

• Provide end-user support via calls, emails, and walk-ups for both Mac and Windows systems
• Troubleshoot and resolve software and hardware issues
• Build and deploy new system images
• Manage and close incidents in the ITSM/ticketing system
• Perform installs, moves, adds, and changes (IMAC)
• Diagnose and resolve OS configuration issues
• Reinstall and configure software, drivers, and add-ins
• Support additional onsite IT technical needs

#LI-DF #LI-Onsite