Overview
Skills
Job Details
Position: Sr. Desktop Support Specialist
Location: Onsite - Dallas, TX
Department: Information Technology
Reports To: Technology Manager
Overview
An expanding organization is seeking an experienced and customer-focused Sr. Desktop Support Specialist to provide hands-on IT support at its Dallas office. This role combines technical expertise with strong interpersonal skills to ensure end users across the company receive reliable, high-quality technology support. The position covers system administration, troubleshooting, hardware/software maintenance, and user training, while also contributing to IT projects and system migrations.
Mission
The Sr. Desktop Support Specialist ensures a stable and secure computing environment by administering and supporting PCs, mobile devices, software, printers, and other peripherals within a managed network. The role emphasizes world-class service, knowledge sharing with colleagues, and maintaining professionalism and empathy in every user interaction.
Key Responsibilities
Serve as the primary point of contact for IT service requests via phone, email, and walk-ins, resolving issues promptly.
Support and maintain desktops, laptops, mobile devices, and related peripherals (monitors, printers, docking stations, VOIP phones, etc.).
Install, configure, and troubleshoot operating systems and enterprise applications.
Administer Active Directory, Exchange Admin Center, Microsoft 365 Admin Center, and third-party systems (VOIP, telecom providers, Adobe, and business apps).
Manage incidents, service requests, and change tickets using ITSM platforms.
Provide end-user training, documentation, and coaching to promote knowledge transfer.
Perform physical setup, deployment, and maintenance of equipment at the Dallas office and remote sites.
Travel occasionally (up to 25%) to provide onsite support and assist with acquisitions, network upgrades, and system migrations.
Contribute to IT initiatives, process improvements, and documentation of procedures.
Qualifications
Associate or bachelor's degree in an IT-related field.
5+ years of IT support experience.
4+ years troubleshooting desktop hardware and peripherals.
2+ years administering Active Directory, Microsoft 365, and Exchange Admin Center.
2+ years managing enterprise applications and ITSM/ticketing systems.
Proficiency with enterprise imaging tools (e.g., Endpoint Central, SCCM).
Preferred Skills
Microsoft 365 certifications.
CompTIA certifications (A+, Network+, Security+, Server+, Project+).
ITIL v4 Foundation certification.
Experience with ITSM platforms such as FreshService or Service Desk Plus Cloud.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.