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, improving 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 support requests
- Act as escalation point for complex technical issues and provide expert troubleshooting
- Triaging, managing, and resolving IT support tickets across systems and platforms
- Provide end-to-end support for audiovisual (AV) systems, including setup, maintenance, and troubleshooting
- Analyze ticket data to identify trends and develop strategies to improve support efficiency and resolution rates
- Monitor help desk KPIs and ensure service level agreements (SLAs) are met, reporting on performance metrics
- Collaborate on process improvements and implement automation solutions using scripting tools like PowerShell
- Develop and promote self-service resources and knowledge base articles for user empowerment
- Ensure accurate onboarding and offboarding of users, maintaining documentation of access permissions
- Contribute technical expertise to IT projects as needed
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.
- Experience in managing and resolving 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, and providing regular reports to management.
- Experience in developing and implementing strategies to reduce ticket volume and improve first-call resolution rates.
- Experience in collaborating with teams to refine and optimize ticketing processes for increased efficiency and user satisfaction.
- Experience with identifying opportunities for automation and implementing solutions using scripting tools like PowerShell and Python.
- Experience with developing and promoting self-service resources and knowledge base articles to empower users.
- Experience with assisting in IT projects by contributing technical expertise and support.
- Ability to complete user onboarding and offboarding procedures accurately and timely, maintaining documentation of user accounts and access permissions.
- Understanding of ITIL framework is a plus.
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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