Desktop Support Specialist - L3

Global Relay•New York, NY

3d•$105,000 - $125,000

About The Position

As the Desktop Support Specialist - L3 you will provide advanced technical and end-user support for desktop workstations, enterprise applications, mobile devices, and workplace technology across Global Relay. This role serves as a Subject Matter Expert (SME) and senior escalation point for the Desktop Support team, with responsibility for resolving the most complex end-user technology issues and supporting reliable day-to-day technology operations. You will be supporting Windows, macOS and Linux/Ubuntu environments, endpoint management and deployment tools, identity and access technologies, conferencing and A/V systems, and other end-user applications. Working both independently and in partnership with Infrastructure, Information Security, Network and Workplace teams, the Desktop Support Specialist - L3 is expected to apply strong technical judgment, communicate effectively with technical and non-technical stakeholders, and contribute to service improvement, documentation and knowledge sharing. The role also provides technical guidance and mentoring to other Desktop Support team members and supports business-critical meetings, workplace technology initiatives and changes affecting the end-user computing environment.

Requirements

5+ years of progressive experience in desktop support, end-user computing, or workplace technology within a complex enterprise environment.
Demonstrated experience serving as a senior escalation point for complex endpoint, application, access, connectivity, and A/V issues.
Strong hands-on experience supporting Windows environments, with working knowledge of macOS and Linux/Ubuntu.
Experience with enterprise endpoint management, deployment, identity/access, and collaboration technologies such as SCCM/MDT, Intune, Active Directory, Group Policy, Zoom, Poly, Crestron, or comparable tools.
Experience using scripting or automation tools such as PowerShell, Bash, Python, or similar technologies.
Strong troubleshooting, root-cause analysis, prioritization, and documentation skills.
Excellent communication and service skills, including the ability to support executives and work effectively with technical and non-technical users.
Ability to work independently, collaborate across technical teams, and mentor other support professionals.
Post-secondary education in information technology or a related field, or equivalent practical experience.
Ability to provide occasional after-hours or scheduled on-call support when required.

Responsibilities

Serve as a senior escalation point for complex end-user technology issues across endpoints, applications, identity and access, connectivity, and workplace technology.
Own advanced troubleshooting and resolution of complex incidents, identifying recurring issues, root causes, and opportunities for permanent remediation.
Support and improve endpoint management, deployment, configuration and automation across Global Relay's end-user computing environment.
Provide advanced support for conference rooms, A/V systems, executive meetings and other business-critical workplace technology.
Partner with Infrastructure, Information Security, Network and other technology teams to resolve cross-functional issues and maintain secure, reliable end-user systems.
Maintain accurate technical documentation, runbooks, knowledge-base content, ticket records and operating procedures, and contribute to service and process improvements.
Mentor and provide technical guidance to other Desktop Support team members, helping strengthen troubleshooting capability and consistency across the team.
Contribute to technology projects, endpoint standards, team strategy and changes affecting employees, devices and the broader workplace technology environment.