Sr. Desktop Support

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.