Overview
Skills
Job Details
Position Overview:
The Senior Desktop Support Specialist provides high-level technical hardware and software support for complex systems across multiple business platforms. This role focuses on managing mobile devices, end-user devices, and maintaining the integrity of critical business systems within the organization. The individual will be responsible for the effective management of mobile device environments, including mobile device management (MDM), and will contribute significantly to the support and troubleshooting of core technology infrastructure.
Primary Responsibilities:
Provide 2nd-level support for desktop and mobility technologies, including end-user devices and business systems.
Manage MDM environment: Oversee and ensure all mobile devices are secured and efficiently managed. Develop and deploy deployment packages for office productivity applications and mobile updates.
Maintain mobile device lifecycle: Track and update records for all mobile devices, including cellular lines and related accessories, with a focus on accuracy (95%+).
Mobility inventory management: Track and reconcile mobility inventory, including devices, cellular lines, and accessories.
Help desk support: Respond to and assist with help desk tickets and issues as needed.
Update documentation: Work with the team to develop and update procedural documentation, how-to guides, and configuration articles for common system issues, updates, and configurations.
Image management: Maintain and update workstation and laptop images, ensuring they are correctly managed and stored on the imaging server.
Security patch management: Oversee installation and management of security patches, cumulative updates, and ensure Tanium environment is kept up-to-date.
Mac device management: Assist in troubleshooting and managing Mac devices within the environment.
Feature updates for Windows 11: Collaborate on scheduling and ensuring all devices are updated to supported versions of Windows 11.
Tanium management: Oversee and manage the Tanium environment, including pushing application collections, patching, and asset inventory reporting.
Job Requirements:
A minimum of five (5) years of professional experience providing technical support for systems and/or software.
15 credit hours in computer science or related field (equivalent experience or education may be considered).
Ability to work irregular hours, including second and third shifts, weekends, holidays, and evenings, as required for 24x7 operations.
Must successfully pass a Federal background check.
Ability to safely lift up to 50 pounds.
Must possess and maintain a valid driver s license with a clean record.
Accurate color perception required for working with electrical wiring.
Excellent communication skills, including the ability to provide support to both internal and external stakeholders.
Preferred Qualifications:
Bachelor s degree in Computer Science or related field.
At least four (4) years of experience supporting environments with more than 200 users, 2000 computers, and 800+ mobile devices.
Proficiency in ServiceNow for helpdesk ticketing.
Experience working with Intune and Workspace ONE for Mobile Device Management (MDM).
Proven ability to write technical documentation, training materials, scope of work documents, project plans, and status reports.