IT Support Tech Lead

Role Purpose

We are seeking a highly motivated and experienced Helpdesk Support Lead to manage and optimize ourtechnical support operations. The ideal candidate will be a hands-on leader capable of resolving complextechnical issues while driving process improvements and enhancing ticketing efficiency. You will play acrucial role in ensuring a seamless support experience for our users managing ticket flow implementingautomation and contributing to broader IT projects.

Duties and Responsibilities

• Support Management:
  • Oversee the day-to-day operations of the help desk ensuring timely and effective resolution
    of user support requests.
  • Act as a point of escalation for complex technical issues providing expert troubleshooting
    and solutions.
  • Maintain a strong understanding of our IT infrastructure and applications to provide accu-
    rate and efficient support.
  • Triage manage and resolve all incoming IT support tickets across systems and platforms
    ensuring timely escalation to appropriate teams or vendors when necessary.
  • Provide end-to-end support for all audiovisual (AV) systems including setup maintenance
    troubleshooting and coordination with external providers as needed.
• Ticket Management and Analysis:
  • Conduct monthly reviews of ticket data to identify trends bottlenecks and areas for im-
    provement.
  • Develop and implement strategies to reduce ticket volume and improve first-call resolution
    rates.
  • Monitor and report on key performance indicators (KPIs) related to help desk performance
    ensuring service level agreements (SLAs) are met.
  • Provide regular reports on ticket metrics to management.
• Process Improvement and Automation:
  • Collaborate with the team to refine and optimize ticketing processes for increased efficiency
    and user satisfaction.
  • Identify opportunities for automation and implement solutions using tools like PowerShell
    scripting.
  • Develop and promote self-service resources and knowledge base articles to empower users.
• Onboarding and Offboarding:
  • Ensure the timely and accurate completion of user onboarding and offboarding procedures.
  • Maintain accurate documentation of user accounts and access permissions.
• Project Support:
  • Assist with IT projects as needed contributing technical expertise and support.Qualifications

The ideal candidate will have:

• 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.
• Understanding of ITIL framework is a plus.
• Experience in creating and maintaining documentation.

Benefits / Perks

• Full Medical Vision and Dental coverage
• Wellness credit
• Flexible vacation policy
• 11 paid company holidays
• 401k plan

In the Seattle office:

• Casual dress code
• Commuter benefits
• Standing desk options
• Regular company-sponsored happy hours
• Hybrid in-office/work from home schedule

Additional Details

• This position is based out of our office in the Belltown neighborhood of Seattle WA (hybrid 4-days in office work schedule).
• The estimated compensation for this position is $ per year based on experience and addition this position is eligible for an annual bonus and an equity grant.
• Must be legally authorized to work in the U.S. without a current or future need for visa sponsorship.

About LevelTen Energy

LevelTen Energy is the leading provider of transaction infrastructure for the clean energy transition connecting buyers sellers and financiers through dynamic marketplaces data-driven insights and automated analytics. The LevelTen Platform supports power purchase agreements clean energy asset M&A transactions and tax credit transferssoon expanding to granular certificate tradingenabling organizations to execute and manage transactions with confidence. With a network of over 1000 project developers in 35 countries LevelTen is advancing carbon-free energy markets by increasing transparency liquidity and accessibility. Learn more at

Equal Opportunity Employer

LevelTen Energy is an Equal Opportunity Employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status marital status age sexual orientation gender identity or expression or any other legally protected status.