IT Technical Support Lead Analyst

Job Title: IT Technical Support Lead Analyst

Work Location: Remote or hybrid if near CO/VA offices

Labor Category: Exempt

Clearance Level:  Secret

Travel: N/A

Pay Rate: $98,000- $116,000

About the Role 

The IT Technical Support Lead Analyst serves as the day-to-day technical lead and primary escalation resource for the organization's IT Technical Support Analysts and service desk operations. This position is the "go-to" technical resource for user support, troubleshooting, service restoration, ticket quality, and consistent support practices across the enterprise. The Lead Analyst helps coordinate daily workload, answers technical questions from other analysts, coaches team members through complex issues, and ensures user requests and incidents are handled professionally, securely, accurately, and within established service expectations.

The IT Technical Support Lead Analyst provides advanced end-user support for Microsoft Windows endpoints, Microsoft 365 Commercial services, Microsoft Entra ID and Active Directory identities, collaboration tools, mobile devices, printers, peripherals, business applications, remote-access technologies, and other enterprise systems used by THTBC and its subsidiaries. The position acts as an escalation point for incidents that cannot be resolved through standard first-level support and coordinates with Systems Engineering, Cybersecurity, application owners, vendors, and other technical resources when higher-level assistance is required.

What You'll Be Doing

• Serve as the day-to-day technical lead, senior resource, and primary escalation point for IT Technical Support Analysts supporting THTBC and its subsidiaries.
• Act as the service desk "go-to" person for complex user-support questions, difficult troubleshooting scenarios, process interpretation, and guidance on appropriate technical resolution steps.
• Provide hands-on Tier 2 and advanced desktop support for incidents and service requests involving endpoints, applications, accounts, connectivity, collaboration platforms, peripherals, mobile devices, remote access, and other end-user technologies.
• Guide Technical Support Analysts through troubleshooting and resolution while encouraging knowledge transfer rather than simply taking ownership of every escalated ticket.
• Provide daily functional leadership to the Technical Support team, including helping prioritize ticket queues, distribute workload, identify urgent issues, manage escalations, and ensure appropriate follow-through.
• Assist IT leadership with team coordination, work planning, coverage, workload balancing, quality expectations, technical standards, and identification of training or staffing needs.
• Mentor, coach, and train Technical Support Analysts on troubleshooting methodology, customer service, ticket documentation, cybersecurity practices, escalation procedures, and enterprise technology standards.
• Promote a consistent service-desk culture focused on professionalism, ownership, responsiveness, communication, accountability, technical accuracy, and a positive user experience.
• Review open ticket queues and aged tickets to identify stalled work, incomplete troubleshooting, inappropriate prioritization, unresolved dependencies, or issues requiring escalation.
• Help ensure incidents, service requests, tasks, and problems are categorized, prioritized, documented, assigned, updated, resolved, and closed in accordance with established IT service-management practices.
• Ensure ticket notes clearly document the user impact, troubleshooting performed, actions taken, resolution, escalation path, and any follow-up required so the record can be understood by other technical personnel.
• Monitor and help improve service desk performance indicators such as response time, resolution time, backlog aging, first-contact resolution, ticket reopen rate, SLA attainment, escalation volume, recurring incident trends, and customer satisfaction.
• Identify recurring incidents and service patterns, perform or support root-cause analysis, and recommend permanent corrective actions, automation, documentation, training, or infrastructure improvements.
• Maintain and improve the service desk knowledge base, troubleshooting guides, frequently asked questions, quick-reference materials, standard responses, and internal technical documentation.
• Develop, maintain, and help enforce Standard Operating Procedures (SOPs) for technical support, ticket management, user onboarding, employee transfers, offboarding, account support, hardware deployment, software installation, device replacement, and other recurring support processes.
• Support Microsoft 365 Commercial end users, including Outlook, Exchange Online, Microsoft Teams, OneDrive, SharePoint Online, Microsoft 365 Apps, and related collaboration capabilities as authorized for the user and environment.
• Provide support for Microsoft Entra ID and Active Directory user accounts, groups, password resets, authentication, Multi-Factor Authentication (MFA), account lockouts, Single Sign-On (SSO), and access issues within assigned administrative permissions.
• Support Windows computers, laptops, desktops, docking stations, monitors, printers, scanners, webcams, headsets, conference-room equipment, mobile devices, and common enterprise peripherals.
• Troubleshoot software installation, application errors, operating system issues, profile issues, performance problems, connectivity, VPN, wireless access, printing, authentication, and endpoint configuration concerns.
• Use approved remote-support and endpoint-management tools to diagnose, configure, update, inventory, and support user devices in accordance with organizational security requirements.
• Support endpoint enrollment, configuration, compliance, application deployment, and device-management activities using Microsoft Intune or other approved endpoint-management platforms.
• Support endpoint security controls such as antivirus/anti-malware, Endpoint Detection and Response (EDR), disk encryption, device compliance, software controls, and patching while coordinating security-related findings with Cybersecurity and Systems Engineering.
• Assist with workstation patching, application updates, approved software deployment, vulnerability remediation, device replacement, and endpoint lifecycle activities.
• Coordinate with Systems Engineering, Cybersecurity, networking personnel, application administrators, managed service providers, and vendors when an issue requires infrastructure, security, application, or vendor-level escalation.
• Escalate suspected cybersecurity incidents, phishing, malware, unauthorized access, data exposure, compromised accounts, abnormal endpoint behavior, or other security concerns immediately in accordance with the Incident Response Plan and established procedures.
• Help ensure Technical Support Analysts follow least-privilege principles, approved identity-verification procedures, access-control requirements, and separation-of-duties expectations when assisting users or administering accounts.
• Support the organization's NIST SP 800-171 and Cybersecurity Maturity Model Certification (CMMC) responsibilities by following and reinforcing applicable practices for access control, authentication, media protection, incident reporting, system integrity, auditability, and secure handling of Federal Contract Information (FCI) and Controlled Unclassified Information (CUI).
• Ensure Technical Support personnel understand that CUI, FCI, sensitive corporate information, credentials, and other restricted information must only be handled within approved systems and environments and in accordance with organizational policy.
• Assist users with appropriate access to GCC High, virtual desktop, remote desktop, VPN, secure applications, and other protected environments while following approved provisioning and troubleshooting procedures.
• Support employee onboarding by coordinating account readiness, device preparation, approved software, licensing, access requests, peripheral needs, orientation, and timely delivery of technology resources.
• Support employee offboarding and transfers by helping ensure accounts, access, devices, licenses, and assets are promptly disabled, recovered, reassigned, updated, or documented in accordance with approved procedures.
• Maintain accurate IT asset and assignment records for laptops, desktops, monitors, mobile devices, peripherals, software, licenses, and other end-user technology assets within assigned systems of record.
• Coordinate hardware staging, imaging, configuration, deployment, replacement, return, repair, warranty processing, secure storage, surplus, and disposal activities.
• Assist with management of spare equipment and service desk inventory to ensure appropriate stock levels for common replacement devices and peripherals.
• Provide end-user guidance and training on approved technology, Microsoft 365 capabilities, security requirements, collaboration tools, remote-work practices, and common self-service solutions.
• Help create short user guides, training materials, videos, FAQs, and knowledge articles that reduce repeat support requests and improve technology adoption.
• Participate in user communications related to outages, maintenance, service degradation, security events, planned changes, new technology rollouts, and known issues when requested by IT leadership.
• Support IT change-management activities by helping test endpoint or user-impacting changes, documenting expected impact, communicating support considerations, and validating successful implementation.
• Participate in problem-management and post-incident review activities by contributing service desk observations, user-impact information, troubleshooting history, and improvement recommendations.
• Build and maintain effective working relationships with employees, executives, remote users, field personnel, subsidiary staff, vendors, and technical teams across multiple locations and time zones.
• Provide calm, professional, and customer-focused support to users experiencing urgent or high-impact technology issues, including executive and leadership support when necessary.
• Identify opportunities to standardize, automate, or simplify repetitive service desk tasks using approved technologies such as PowerShell, Microsoft Power Automate, endpoint-management tools, ticketing workflows, templates, and Artificial Intelligence (AI)-assisted capabilities.
• Use approved enterprise AI tools responsibly to assist with knowledge creation, ticket summarization, troubleshooting research, documentation, reporting, and service-desk efficiency while ensuring sensitive information is not submitted to unauthorized AI services.
• Help evaluate new service desk tools, endpoint technologies, support processes, automation capabilities, and user-experience improvements and provide recommendations to IT leadership.
• Assist with technical support audits, compliance assessments, evidence collection, documentation reviews, access reviews, asset reviews, and other activities requiring service desk records or endpoint-support evidence.
• Participate in scheduled maintenance, after-hours support, emergency response, and on-call activities when required to support outages, critical user issues, cybersecurity events, deployments, or business operations.
• Perform other technical support, service desk, endpoint, documentation, training, cybersecurity-support, and IT operational duties as assigned in support of organizational objectives.

What We're Looking For

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related field; an equivalent combination of education, technical training, certifications, and relevant professional experience may be considered.
• Minimum of 6 years of progressively responsible experience in IT technical support, service desk, desktop support, endpoint support, systems support, or a closely related IT discipline.
• Minimum of 2 years of experience serving as a senior analyst, team lead, escalation resource, shift lead, or other role involving technical guidance, mentoring, workload coordination, or leadership of support personnel.
• Demonstrated ability to troubleshoot and resolve complex end-user technology issues using a structured, logical, and repeatable troubleshooting methodology.
• Demonstrated experience supporting Microsoft Windows 10/11 endpoints, Microsoft 365 applications and services, laptops, desktops, printers, peripherals, mobile devices, and remote users.
• Experience supporting Microsoft 365 Commercial and/or Microsoft 365 GCC High, including Outlook, Teams, OneDrive, SharePoint Online, Exchange Online, and Microsoft 365 Apps.
• Experience supporting Microsoft Active Directory and Microsoft Entra ID user accounts, groups, password resets, authentication, MFA, access, and identity-related troubleshooting.
• Experience with endpoint-management or remote-support platforms such as Microsoft Intune, Microsoft Configuration Manager, Remote Help, or comparable enterprise technologies.
• Working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, switching concepts, remote connectivity, and basic network troubleshooting as they relate to end-user support.
• Working knowledge of endpoint security, antivirus/anti-malware, EDR, disk encryption, software deployment, patching, vulnerability remediation, and secure endpoint configuration.
• Experience working in an IT Service Management (ITSM) or ticketing platform and a demonstrated understanding of incident, request, problem, escalation, prioritization, SLA, and knowledge-management practices.
• Demonstrated ability to write clear, complete, and technically accurate ticket notes, Standard Operating Procedures (SOPs), knowledge articles, troubleshooting guides, and user instructions.
• Demonstrated ability to lead by influence, coach peers, answer technical questions, provide constructive feedback, and help improve the performance and technical capability of a support team.
• Strong customer-service skills with the ability to communicate patiently, professionally, and effectively with users at all technical skill levels, including executives and remote employees.
• Strong analytical, organizational, prioritization, documentation, troubleshooting, and problem-solving skills with the ability to manage multiple priorities in a fast-paced support environment.
• Ability to recognize issues requiring escalation and to coordinate effectively with Systems Engineering, Cybersecurity, networking, application teams, vendors, and IT leadership.
• Working knowledge of cybersecurity fundamentals including least privilege, MFA, phishing awareness, secure data handling, account security, incident reporting, endpoint protection, and access-control practices.
• Familiarity with NIST SP 800-171, CMMC, Federal Contract Information (FCI), and Controlled Unclassified Information (CUI) requirements as they relate to end-user support is strongly preferred and may be required based on assigned responsibilities.
• Ability to work independently while also functioning as a collaborative technical leader within a multidisciplinary IT and cybersecurity team.
• Ability to participate in scheduled after-hours maintenance, emergency response, and on-call support as required.
• Must be able to successfully complete applicable employment screening, background investigation, and security requirements associated with the position and the organization's federal contracts.
• Must be legally authorized to work in the United States.
• Must possess an active U.S. Government security clearance or be able to obtain a clearance at the level required for assigned contracts and responsibilities and must be able to maintain the required clearance throughout employment. Candidates must also meet all applicable eligibility, background investigation, and security requirements associated with supporting U.S. federal government and Department of Defense contracts.

Physical Demands & Work Environment

• Ability to work in office or remote environments with prolonged computer use.
• Ability to travel domestically up to 20% as business needs require.
• Ability to lift, move, stage, and install computer equipment weighing up to 35 pounds occasionally.