IT Systems Support Lead

Position Summary
Nuss Truck & Equipment is seeking an experienced, service-oriented IT Systems Support Lead to serve as the primary owner of the IT service desk and end-user support operations.
This role acts as the first point of contact for technology support requests and is responsible for managing ticket intake, triage, prioritization, and coordination across the IT team. The IT Systems Support Lead ensures employees receive timely and effective technology support while maintaining the processes, documentation, and tools that drive service delivery.
The ideal candidate is a highly organized technical professional who enjoys solving problems, helping users succeed, and taking ownership of support operations. This position offers opportunities to expand technical skills through endpoint management, technology projects, operational initiatives, and collaboration with senior IT staff while supporting the organization's continued technology growth.
The responsibilities outlined below are intended to describe the general nature and level of work performed by this position and are not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Additional duties may be assigned based on business needs and organizational priorities.

ESSENTIAL RESPONSIBILITIES
Service Desk Ownership & Support Operations

Serve as the primary owner of the IT service desk and support queue.
Serve as the primary point of contact for incoming IT support requests and coordinate appropriate resolution or escalation.
Monitor, triage, prioritize, and assign support requests.
Ensure tickets are accurately documented and updated throughout the resolution process.
Coordinate support activities with other IT team members to ensure timely issue resolution.
Act as the primary escalation point for complex end-user technology issues.
Monitor support performance, service levels, and ticket backlogs to identify improvement opportunities.
Develop, maintain, and improve support procedures, workflows, knowledge base articles, and technical documentation.
Identify recurring issues and recommend process or technology improvements.
Maintain a consistent, high-quality support experience across all company locations.

End User Support

Provide advanced technical support for desktops, laptops, mobile devices, printers, and peripheral equipment.
Troubleshoot hardware, software, operating system, connectivity, and application issues.
Support Microsoft 365 applications, document management systems, business applications, and related productivity tools.
Provide remote and onsite support as needed.
Deliver professional, courteous, and effective support to employees at all levels of the organization.

User Administration & Endpoint Management

Perform employee onboarding and offboarding activities.
Create, modify, and disable user accounts in accordance with established procedures.
Assist with Microsoft 365 licensing and routine user administration tasks.
Configure and deploy desktop, laptop, and mobile devices.
Administer endpoint management and mobile device management (MDM) platforms.
Maintain hardware inventory and asset records.
Assist with coordinating device replacements, upgrades, and equipment lifecycle activities.
Assist with software deployment and application installation processes.
Support document management systems and related business applications.

Systems Support & Technology Operations

Support routine Microsoft 365 operational activities and end-user administration tasks.
Participate in software upgrades, technology rollouts, and equipment deployments.
Assist with endpoint security and device compliance initiatives.
Serve as a backup resource for routine systems administration activities when needed.
Collaborate with senior technical staff on infrastructure, security, and operational initiatives.
Assist with maintaining technical standards, procedures, and documentation.

Projects & Continuous Improvement

Participate in technology improvement and implementation projects.
Assist with testing and deployment of new technologies and services.
Identify opportunities for automation and efficiency improvements.
Support technology adoption and user training efforts.
Stay current with emerging technologies and best practices.

QUALIFICATIONS
Required

Associate degree in Information Technology, Computer Science, or related field, or equivalent work experience.
3+ years of progressive IT support experience in a business environment.
Strong troubleshooting skills across Windows operating systems and business applications.
Experience supporting Microsoft 365 environments.
Experience supporting desktop, laptop, and mobile technologies.
Strong customer service, communication, and interpersonal skills.
Excellent organizational skills and attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Valid driver's license, clean driving record, and ability to travel independently between company locations as needed.

Preferred

ITIL Foundation certification or equivalent experience with IT service management best practices.
Experience with Endpoint Central, Intune, or similar endpoint management platforms.
Experience supporting and administering corporate mobile devices and MDM solutions.
Experience with ServiceDesk Plus or other IT service management platforms.
Experience deploying, managing, and troubleshooting Windows endpoints in a business environment.
Experience with technology asset management and hardware lifecycle processes.
Experience supporting users in a multi-location business environment.
Demonstrated ability to build positive relationships with users and deliver exceptional customer service.
Microsoft or other industry certifications.
Experience supporting document management systems and business applications.

TECHNICAL EXPERIENCE
Experience with one or more of the following technologies is preferred:

Microsoft 365
Microsoft Windows
Endpoint Central
Mobile Device Management (MDM)
Windows Desktop Administration
IT Service Management Platforms
Endpoint Security Solutions
Hardware Asset Management
Document Management Systems

KEY COMPETENCIES

Service Orientation
Technical Troubleshooting and Problem Solving
Effective Communication
Organization and Time Management
Documentation and Process Improvement
Teamwork and Collaboration
Initiative and Ownership
Adaptability

WHAT SUCCESS LOOKS LIKE
Success in this role will be demonstrated through:

Effective ownership and management of the IT service desk.
Effective coordination of ticket triage, escalation, and workload management across the IT team.
Consistent and timely resolution of support requests.
Positive relationships with employees and business stakeholders.
Accurate and efficient onboarding and offboarding processes.
Well-maintained endpoint and mobile device environments.
High-quality documentation and knowledge management.
Continuous improvement of support processes and service delivery.
Ongoing professional development and growth within the IT organization.

PHYSICAL REQUIREMENTS & TRAVEL

Ability to lift, carry, and move technology equipment weighing up to 50 pounds.
Ability to install, relocate, and support computers, monitors, printers, networking equipment, and other technology devices.
Ability to work under desks, in equipment rooms, and in other areas requiring bending, reaching, kneeling, or standing for extended periods.
Ability to travel regularly to company locations to provide onsite support, perform technology deployments, conduct training, and participate in technology projects.
Ability to work effectively in office, shop, warehouse, and dealership environments.
Valid driver's license and ability to travel independently between company locations as needed.

WORK ENVIRONMENT

This position is primarily based in the Corporate Office in Rochester, Minnesota.
Regular onsite presence is required to support employees and business operations.
Periodic travel to company locations is expected.
The role offers flexibility to work remotely when business needs and job responsibilities allow, while maintaining a primarily onsite presence.
Standard working hours are generally Monday through Friday during normal business hours; however, occasional early morning, evening, or weekend work may be required to support technology deployments, maintenance activities, projects, or business operations.

WHY JOIN THE IS/IT TEAM AT NUSS TRUCK & EQUIPMENT?
Technology plays a critical role in supporting our employees, customers, and operations. The IT Systems Support Lead serves as a key member of the IT team, helping shape the employee technology experience while supporting more than 325 employees across multiple locations throughout the Midwest.
This position offers the opportunity to make a meaningful impact while working alongside experienced IT professionals in a collaborative environment focused on operational excellence and continuous improvement.
The role is ideal for an experienced IT professional who enjoys balancing technical problem solving, customer service, and operational ownership while participating in technology initiatives and developing professionally within a growing organization.