Sr. Desktop Support Technician

Position Summary:
The Sr. Desktop Support Technician will be instrumental in delivering a quality service focused on the user experience and technical solutions of all our employees. We're looking for someone who takes ownership of their work, is resourceful in problem-solving skills, and can think creatively. This individual will work together with a team to provide both local and remote support and take on projects requiring clear communication and completion on time. We want someone passionate about setting the performance bar and thrives in an energetic team environment while delivering a fully integrated solution.   
This position requires coverage from 8:00 am to 5:00 PM, Monday - Friday, coordinated with teammates based on business needs. The candidate must be willing to work nights, weekends, and holidays for on-call duties. The contract period is 6 months, with potential for full-time employment. 
Responsibilities:

• Perform onsite advanced support duties that require independent initiative and judgment, including troubleshooting, parts replacement, system upgrades, advanced deployment, and repair on end-user devices. 
• Complete lifecycle management updates in the Asset Management Database (AMDB) based on devices moving in and out of stock, as well as maintaining the chain of custody documentation as devices enter and leave the depot.
• Provide support for video conference (i.e., Teams Rooms), mobile devices (Android and iOS), and IP telephony (VOIP) systems. 
• Proactively identify potential issues that could adversely impact customer experience and follow through on action steps including researching working with Vendors and recommending solutions. 
• Collaborate with the Sr. Workplace Engineer to set strategy for the end-user digital workspace, ensuring alignment with company goals and technological advancements and ensuring hardware and software compatibility with end-user computing. 
• Mentor junior team members to help them develop their skills and take on more complex tasks over time. 
• Provide feedback to the end-user services team on technical process issues to improve overall service delivery. 
• Coordinate with end users on expectations and availability to conduct services. 
• Write, review, and maintain knowledge base for administration tasks, installation and configuration of software and hardware, and troubleshooting. 
• Support remote retail and office sites which include virtual devices and Point of Sales (POS) hardware. 
• Manage and maintain inventory levels of end-user hardware, ensuring minimum and maximum stock levels are adhered to. 
• Dispose of broken, damaged, and end-of-life assets utilizing Company providers. 
• Maintain and manage vendor relationships, ensuring timely procurement and delivery of hardware including obtaining quotes for hardware from vendors for stock reorder. 
• Ensure compliance with vendor agreements and manage vendor performance 
• Track incoming and outgoing shipments and deliveries, updating stock levels and lifecycle statuses as appropriate. 
• Support annual hardware refreshes to ensure machines are updated, refreshed, or replaced based on the refresh cycle. 
• Keep the hardware catalog up to date, including adding new models and removing obsolete ones. 

• Strong organizational and inventory management skills.  
• Proficiency in asset management tools and databases. 
• Knowledge of hardware lifecycle management and refresh processes. 
• Experience with Desktop/Laptop PXE boot imaging process using industry standard tools such as SCCM, Tanium, etc. 
• Must be proficient in installing and troubleshooting Microsoft OS, O365 Suite, Microsoft collaboration tools (Teams, SharePoint) as well as other collaboration tools such as Box. 
• Ability to manage vendor relationships and procurement processes. 
• The ability to think strategically and align hardware strategies with business objectives. 
• Troubleshooting and resolving Citrix/VDI client issues. 
• Working knowledge of Active Directory and network connectivity with TCP/IP, DNS, WINS, DHCP, wireless, and basic VoIP phone administration. 
• Able to read and understand technical manuals, procedural documentation, and OEM guides. 
• Ability to conduct research into PC issues and products as required. 
• Ability to follow processes, learn quickly, and interact with a diverse population in a corporate environment providing excellent customer support. 
• Must have basic knowledge of ITIL and have worked with an industry standard ITSM tool (i.e. Helix, ServiceNow, Remedy, Cherwell, HEAT). 
• Excellent communication and collaboration abilities.

• High School Diploma 
• Associates degree or bachelor’s degree in Computer Science or related technology background strongly preferred  
• Minimum of 3 years of IT desktop support 
• Industry standard IT certifications (A+, Microsoft Office, MCP) a plus

• Ability to bend, lift, and carry up to 50lbs. Extensive walking throughout the campus is required on a daily basis. 

• For 90 years, we have nurtured creative ideas and turned them into successful realities using three core strategic pillars – creativity, excellence, and people. 
• 401K – 12% employer contribution with no vesting period (6% Match and 6% non-matching contribution)
• Highly competitive compensation
• Hybrid work options available for most roles
• Five to eight weeks of PTO annually based on years of experience; eleven additional holidays per calendar year
• All Medical/Dental/Vision benefits start day one with the company; low employee premiums 
• Education Assistance Program
• Free covered employee parking for Dallas HQ based employees
• Free specialty coffee bar in the Dallas HQ
• Onsite breakfast and lunch area in the Dallas HQ
• Commitment to the following ideals:
  • Work/Life Balance
  • Ongoing professional development opportunities
  • An exceptional employee experience