IT Support Tech Lead
LevelTen EnergySeattle, Washington
Full Time
Posted November 14, 2025
$80k - $90k
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Job Description
A Helpdesk Support Lead responsible for managing technical support operations, resolving complex issues, optimizing ticketing processes, and supporting IT and audiovisual systems to ensure efficient and effective user support.
Key Responsibilities
- Manage and oversee daily help desk operations to ensure timely resolution of user support requests
- Act as escalation point for complex technical issues and provide expert troubleshooting
- Manage and resolve support tickets across systems and platforms, escalating when necessary
- Provide end-to-end support for audiovisual (AV) systems, including setup, maintenance, and troubleshooting
- Analyze ticket data to identify trends and implement strategies to improve support efficiency and resolution rates
- Monitor help desk performance metrics and report on key performance indicators (KPIs)
- Refine and optimize ticketing processes and implement automation solutions to improve efficiency
- Develop and promote self-service resources and knowledge base articles for users
- Ensure timely and accurate onboarding and offboarding of users, maintaining user account documentation
- Assist with IT projects by providing technical expertise and support
Requirements
- A minimum of 3 years of experience in a help desk or technical support role, with demonstrated leadership experience.
- Strong technical troubleshooting skills across a variety of hardware and software environments.
- Proficiency in using ticketing systems and remote support tools.
- Experience with automation and scripting, particularly PowerShell and Python.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team.
- Experience in creating and maintaining documentation.
- Ability to provide end-to-end support for all audiovisual (AV) systems, including setup, maintenance, troubleshooting, and coordination with external providers.
- Ability to triage, manage, and resolve all incoming IT support tickets across systems and platforms, ensuring timely escalation when necessary.
- Ability to oversee the day-to-day operations of the help desk to ensure timely and effective resolution of user support requests.
- Ability to act as a point of escalation for complex technical issues, providing expert troubleshooting and solutions.
- Ability to monitor and report on key performance indicators (KPIs) related to help desk performance, ensuring service level agreements (SLAs) are met.
- Ability to develop and implement strategies to reduce ticket volume and improve first-call resolution rates.
- Ability to collaborate with the team to refine and optimize ticketing processes for increased efficiency and user satisfaction.
- Ability to identify opportunities for automation and implement solutions using scripting tools like PowerShell.
- Ability to develop and promote self-service resources and knowledge base articles to empower users.
- Ability to ensure the timely and accurate completion of user onboarding and offboarding procedures, maintaining accurate documentation of user accounts and access permissions.
- Willingness to assist with IT projects as needed, contributing technical expertise and support.
- Legal authorization to work in the U.S. without a current or future need for visa sponsorship.
Benefits & Perks
Full Medical, Vision, and Dental coverage
Wellness credit
Flexible vacation policy
11 paid company holidays
401k plan
Casual dress code
Commuter benefits
Standing desk options
Regular company-sponsored happy hours
Hybrid in-office work from home schedule
Estimated compensation of $80,000-$90,000 per year
Eligibility for an annual bonus
Eligibility for an equity grant
Ready to Apply?
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