Sr. Desktop Support

  • Alpharetta, GA
  • Posted 18 hours ago | Updated 18 hours ago

Overview

On Site
$75,000 - $80,000
Full Time
No Travel Required

Skills

windows
active directory
desktop support
helpdesk

Job Details

Senior Desktop Support Technician

Position Summary:
The Senior Desktop Support Technician plays a critical role in ensuring the smooth operation of end-user computing environments to support business productivity. This position involves managing and resolving technical support requests by prioritizing, documenting, and addressing issues in a timely and professional manner. The role includes both onsite/deskside and remote support, covering a range of technologies including hardware, software, virtual desktops, mobile devices, and communication systems such as Cisco Unified Communications and video conferencing.


Key Responsibilities:

  • Respond to help desk inquiries via phone, ticketing system, alerts (e.g., DataDog), and email to troubleshoot and resolve hardware, software, network, and telecom issues promptly and courteously.

  • Build strong rapport with users to understand and document technical issues, always representing IT with professionalism and empathy.

  • Escalate complex issues to senior-level technicians or appropriate team members when necessary.

  • Thoroughly document problem-solving steps and final resolutions in the ticketing system.

  • Perform hands-on desktop support, including software/hardware installations, upgrades, and configurations.

  • Support the Infrastructure team with onsite hardware maintenance and infrastructure upgrades.

  • Independently research and resolve technical issues using knowledge bases, technical documentation, and online resources; stay informed on evolving technologies.

  • Create and maintain technical documentation, including knowledge base articles and FAQ resources for end users.

  • Manage inventory of office hardware and software assets.

  • Act as the primary IT liaison for vendor interactions and infrastructure issues at the assigned location, especially during outages.

  • Participate in on-call support rotations as assigned by the Help Desk Manager.


Required Skills and Competencies:

  • Strong team collaboration and communication skills.

  • Advanced knowledge of Windows 10, 11, and server operating systems.

  • Solid understanding of computer hardware troubleshooting and repair.

  • Familiarity with Active Directory, Group Policy, VoIP, VMware, and virtual infrastructure.

  • Exposure to PowerShell and SQL is a plus.

  • Understanding of AI and machine learning tools and technologies is beneficial.

  • Experience supporting AV technologies.

  • Knowledge of networking fundamentals, including topologies, protocols, and devices.

  • Excellent verbal, written, and interpersonal communication skills.

  • Strong customer service orientation with the ability to build trust and troubleshoot effectively.

  • Excellent documentation and organizational skills.

  • Ability to conduct independent research on complex technical issues.

  • Comfortable explaining technical solutions in clear, non-technical terms.

  • Highly motivated and able to manage multiple priorities in fast-paced environments.

  • Demonstrated problem-solving and analytical skills.


Qualifications:

  • Associate s or Bachelor s degree in Computer Science or related field preferred.

  • Minimum 7 years of experience in desktop/help desk support within an enterprise environment.

  • One or more of the following certifications preferred:

    • CompTIA A+ or Network+

    • Microsoft Certified Professional (MCP)

    • Cisco Certified Network Associate (CCNA)

  • Experience with common office applications such as Microsoft Office, Teams, Intune, Adobe Acrobat, and major web browsers.

  • Proficiency in configuring and supporting desktops, printers, and copiers.

  • Familiarity with mobile devices and platforms, including iOS and Android.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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