Senior Desktop Support Technician

Description

Your role at GEI.

GEI Consultants is a nationally recognized engineering and environmental consulting firm with offices across North America. We are seeking a highly skilled and experienced Senior Desktop Support Engineer to join our IT Support Team in Woburn, MA. This role will be part of a collaborative, cross-regional team with colleagues in Sacramento, Green Bay, and Ontario, Canada, supporting over 1,700 employees in both office and remote environments. The Senior Desktop Support Engineer will play a key role in providing Tier 2/3 technical support across GEI's North American operations. The successful candidate will demonstrate technical expertise, excellent customer service, and a proactive approach to problem-solving in a fast-paced and dynamic environment.

Essential Responsibilities & Duties

• End-User Support: Provide advanced support for desktop/laptop hardware, Windows OS, Microsoft 365, Networking, applications, VPN, Security, mobile devices, printers, and peripherals-both in-person and remotely.
• Ticket Management: Manage, prioritize, and resolve support requests through JitBit (or similar ITSM system), Microsoft Teams, and phone, ensuring SLA compliance.
• Device Lifecycle Management: Image, configure, deploy, and maintain end-user devices using Windows Autopilot, Intune, and Endpoint Manager.
• Advanced Troubleshooting: Resolving complex hardware, software, and network issues escalated from junior technicians. System Administration: Manage accounts and groups in Azure and on-premise Active Directory, Office 365 and other enterprise applications..
• Problem Management: Identifying, analyzing and resolving recurring issues.
• Security : Support endpoint protection using Endpoint Protection, BitLocker, and CrowdStrike.
• Networking: Support LAN/WAN Network Infrastructure including wireless and VPN.
• Software Deployment: Intune Software Deployment with PMPC (PatchMyPC). Update, and support engineering and productivity software (e.g., AutoCAD, Bentley Suite, Bluebeam, Adobe products, etc.).
• Documentation: Create and maintain technical documentation, knowledge base articles, and standard operating procedures. Compliance: Ensuring adherence to safety, compliance and licensing standards
• Collaboration: Work closely with cross-functional teams including Procurement, Cybersecurity, and Infrastructure for escalated issues and projects.
• Project Participation: Participate in technology rollouts, system upgrades, and other project-related initiatives.
• Travel & On-Call: Willingness to travel occasionally within the U.S. and Canada and participate in an on-call support rotation (including evenings/weekends as needed).

Required Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, or related field required, equivalent combination of *Active Certifications accepted.
• Experience:
• 5-10 years of relevant IT support experience in a mid to large-sized organization with increasing levels of responsibility.
• Proven experience supporting hybrid cloud environments (Microsoft 365, Azure AD, Intune).
• Technical Proficiency:
• Windows 10/11 administration
• Azure AD, Intune, Windows Autopilot
• Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint)
• Powershell
• Familiar with CrowdStrike Endpoint Protection is a plus
• Familiar with Airlock is a plus
• Remote tools (e.g., Kaseya VSA, TeamViewer)
• Soft Skills:
• Provides technical support to the Helpdesk team and staff
• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• Ability to work independently and collaboratively
• Commitment to follow-through and resolving issues to completion
• Adaptability and calm under pressure

Preferred Certifications (not required but beneficial)

• CompTIA A+, Network+, or Security+
• Microsoft 365 Certified: Endpoint Administrator Associate
• ITIL Foundation

We are GEI.

Some of the world's most pressing problems - from climate change to sustainable development, to critical infrastructure and the future of our energy supply - need our brightest and diverse minds working together to create safer, more resilient communities for tomorrow.

We are technical experts, collaborators, and entrepreneurs who draw from diverse backgrounds to solve our clients' most complex challenges.

With several offices across North America, we offer a range of engineering, science, and technical consulting services. Our range of expertise, project types, and culture make us the choice for top talent in the AEC industry. See all our office locations here .

Employee-owned. Employee-focused.

As an employee-owned company, our employees support our flat leadership structure, have a say in how our business operates and benefit from our financial success. We are committed to employee growth with career development opportunities, competitive total rewards, a well-being program, flexible work arrangements and more. Our company culture is driven by our 4 Cs - we are Client-Centered, Curious, Collaborative, and Community Minded - which support our focus on sustainability, safety, diversity, equity and inclusion. Get to know us better by visiting GEI's career site here .

GEI's Total Rewards Package Includes

• Market-Competitive Compensation, including Eligibility for an Annual Performance Bonus
• Comprehensive Benefits Program, including Medical, Dental, Vision, Life, Disability and More
• Well-Being Program and Paid Parental Leave
• Commuter Benefits
• Hybrid Work Schedules and Cell Phone Stipends
• GEI University (GEIU) with Continuing Education Assistance and Tuition Reimbursement
• Connecting Conversation Program with a Focus on Professional Development and Opportunities for Advancement
• Support and Financial Rewards for Publication Awards, Professional Dues, and Professional Licenses
• Paid Holidays and Generous Paid Time Off Program
• Rewards and Recognition
• GEI-Funded Profit Sharing and 401(k)
• Opportunity to be an Owner and Shareholder (Learn more here )
• A Vibrant Culture that is Focused on Partnership, Sustainability, Giving Back to Our Communities and Diversity, Equity and Inclusion
• And More...

PHYSICAL REQUIREMENTS

WORK ENVIRONMENT

Functional Demands:

Sedentary

x

Light

Medium

Other

Activity Level Throughout Workday (check one per row)

Physical Activity Requirements

Occasional

(0-35% of day)

Frequent

(33-66% of day)

Continuous

(67-100% of day)

Not Applicable

Sitting

x

Standing

x

Walking

x

Climbing

x

Lifting (floor to waist level) (in pounds)

x

Lifting (waist level and above) (in pounds)

x

Carrying objects

x

Push/pull

x

Twisting

x

Bending

x

Reaching forward

x

Reaching overhead

x

Squat/kneel/crawl

x

Wrist position deviation

x

Pinching/fine motor skills

x

Keyboard use/repetitive motion

x

Taste or smell (taste=never)

x

Talk or hear

x

Accurate 20/40

Very Accurate 20/20

Not Applicable

Near Vision

x

Far Vision

x

Yes

No

Not Applicable

Color Discrimination

Sensory Requirements

Minimal

Moderate

Accurate

Not Applicable

Depth perception

x

Hearing

x

Environment Requirements

Occupational Exposure Risk Potential

Reasonably Anticipated

Not Anticipated

Blood borne pathogens

x

Chemical

x

Airborne communicable diseases

x

Extreme temperatures

x

Radiation

x

Uneven surfaces or elevations

x

Extreme noise levels

x

Dust/particulate matter

x

Other (exposure risks):

Usual workday hours :

x

8

10

12

Other work hours

GEI is an AA/equal opportunity employer, including disabled and veterans.