Desktop Support Lead

Onsite Client Services / Desktop Support Lead

Location : Santa Monica, CA (onsite)

Client : City of Santa Monica

Role Summary:
Responsible for onsite end-user support, desktop support coordination, customer service, and ensuring timely resolution of user issues at City locations.

Roles and Responsibilities:

• Provide and coordinate onsite desktop and end-user technical support.
• Troubleshoot hardware, software, workstation, and connectivity issues.
• Support user onboarding, equipment setup, and configuration.
• Coordinate with Level 2 and NOC teams for escalated issues.
• Maintain accurate incident and service request records in ServiceNow.
• Support knowledge transfer and onsite immersion requirements.
• Follow City security, access, and support procedures.

Professional Experience:

• Experience in desktop support, deskside support, or end-user IT services.
• Experience troubleshooting Windows workstations, peripherals, and common business applications.
• Experience with ticketing systems and incident/request management.
• Strong customer service and communication skills.

Educational Qualifications:

• Associate’s or bachelor’s degree in IT, Computer Science, or a related field preferred, or equivalent relevant experience.

Certifications:

• CompTIA A+, Microsoft, or equivalent desktop support certification preferred.
• ITIL Foundation preferred.
• CLETS certification is required when providing frontline support for Police Department or City Attorney technology. 24x7_Service_Desk