Help Desk Lead
Professional Computer Associates · Red Hook, Dutchess County ·
- Seniority
- Lead
- Category
- Support
- Experience
- 3+ years
Work is boring.
Not here. Professional Computer Associates has spent decades doing what most IT shops only pitch. Showing up, solving hard problems, and keeping the Hudson Valley running. We are the crew that treats "impossible" as a starting point. We care deeply about what we build, the clients we protect, and the standard we set every single day.
NOT EVERYONE GETS A SEAT AT OUR TABLE. We are winners.
Professional Computer Associates rewards exceptional people who prove their commitment with real growth, real ownership of their work, and the chance to build something that lasts. Get in at the ground level of a company with the experience of a veteran and the hunger of a startup.
We are a security-first provider of Managed IT and technology services, maintaining the endpoints, cloud environments, and networks that keep our clients performant, protected, and worry-free. Our engineers are best-in-class and relentlessly vigilant, always hunting for new ways to boost productivity and lock down our clients' data with state-of-the-art technology.
PCA has built deep partnerships to power a cutting-edge framework, working alongside industry leaders like Microsoft, Cisco, Dell, and more. We support clients across healthcare, finance, law, insurance, real estate, entertainment, and government.
We are Professional Computer Associates.
Duties & Responsibilities- Lead day-to-day helpdesk operations and ticket queue management.
- Serve as the escalation point for complex technical issues.
- Supervise, mentor, and schedule helpdesk support staff.
- Ensure tickets are resolved within SLA targets.
- Monitor support metrics and report on team performance.
- Manage endpoint, user account, and access provisioning.
- Maintain documentation, knowledge base, and support procedures.
- Coordinate with vendors on hardware, software, and warranty issues.
- Onboard and train new support team members.
- Identify recurring issues and drive process improvements.
- 3+ years in a helpdesk or technical support role, with some lead experience.
- Proven ability to manage ticket queues and meet SLA targets.
- Strong troubleshooting skills across endpoints, networks, and cloud tools.
- Experience supervising, mentoring, or coordinating support staff.
- Familiarity with ticketing systems and remote support tools.
- Working knowledge of Active Directory, user provisioning, and access control.
- Excellent communication and customer service skills.
- Ability to stay calm and organized under pressure.
- Relevant IT certifications (CompTIA A+, ITIL, Microsoft) preferred.
- Comfortable working in a fast-paced, high-growth environment.
- 100% Healthcare Coverage with Vision & Dental
- Copay Reimbursement
- Life Insurance
- Paid Time Off
- Professional Development Assistance
- Vacation Pay
- Sick Pay
- Two Paid Personal Days
- Unlimited Snacks
- Exotic Coffee
- Premium Flavored Water
- Weekly Lunch
- Bi-Monthly Dinner
- Bi-Monthly Video Game Tournaments
- Gold Bar Program
- 50% off Apple Products