IT Desktop Support Specialist

Sunrise Senior Living•McLean, VA

45d•$26 - $32•Hybrid

About The Position

The IT Desktop Support Specialist provides Tier 2 and Tier 3 technical support for end users and serves as an escalation point for complex endpoint, operating system, application, access, connectivity and peripheral issues. The position manages assigned incidents and requests through resolution, maintains clear documentation, contributes to root-cause analysis and supports technology deployments and lifecycle initiatives. The role works closely with other IT teams and delivers responsive, professional service in a fast-paced, multi-location environment.

Requirements

Four or more years of progressively responsible desktop support, endpoint support or related IT experience, including hands-on Tier 2 or Tier 3 troubleshooting
Advanced experience supporting Windows 11 devices and Active Directory or Microsoft Entra ID environments
Hands-on experience supporting HP, Dell or comparable enterprise desktops and laptops
Experience supporting Microsoft 365 applications and common business applications
Working knowledge of TCP/IP, DNS, DHCP, VPN, wired and wireless networking, printing and endpoint connectivity
Experience imaging or provisioning Windows devices using PXE, USB media, Windows Autopilot or similar technologies.
Experience using an IT service-management platform such as ServiceNow to manage incidents, service requests, SLAs, work notes and knowledge base documentation
Strong analytical, troubleshooting, problem-solving, prioritization and decision-making skills
Excellent written and verbal communication skills, with the ability to explain technical issues clearly to nontechnical users
Strong customer-service and interpersonal skills, including the ability to build rapport and communicate effectively with users at all organizational levels
Ability to work independently, collaborate effectively, manage competing priorities and adapt to new technologies and processes
Ability to lift, move and install computer equipment weighing up to 50 pounds, with or without reasonable accommodation

Nice To Haves

Associate or bachelor's degree in information technology, computer science or a related field or an equivalent combination of education and experience
Experience supporting Apple/macOS devices is a plus
Experience with Microsoft Intune, Configuration Manager, Windows Autopilot, Jamf, or similar endpoint-management tools
Experience supporting users across multiple offices or geographically distributed locations
Current certification such as CompTIA A+, Network+, Microsoft 365 Certified, Microsoft Certified Endpoint Administrator Associate, Apple Device Support or Cisco CCNA

Responsibilities

Provide Tier 2 and Tier 3 technical support for end users, both onsite and remotely.
Troubleshoot and resolve complex hardware, Windows 11, macOS, Microsoft 365, application, access, VPN, wired and wireless network, printer and peripheral issues.
Manage escalated incidents and service requests through resolution while meeting established response and resolution targets and communicating status to users and stakeholders.
Assess and prioritize work based on urgency, business impact, security risk and established support procedures.
Document symptoms, troubleshooting steps, decisions, resolutions and ticket status accurately in ServiceNow.
Install, configure, deploy, support and maintain desktop and laptop systems using approved imaging and provisioning technologies.
Acquaint with endpoint-management and deployment platforms such as Microsoft Intune, Configuration Manager, Windows Autopilot, Jamf or comparable tools.
Troubleshoot Microsoft Entra ID or Active Directory authentication, multifactor authentication, account access and device-registration issues in coordination with authorized identity teams.
Support endpoint security, operating-system and application patching, encryption and compliance remediation in accordance with company standards.
Perform root-cause analysis for complex or recurring issues, identify trends and recommend durable solutions.
Create and maintain technical documentation, standard operating procedures and knowledge articles for support teams and end users.
Coordinate equipment repair, replacement, warranty service, inventory updates and lifecycle activities.
Partner with infrastructure, networking, security, application support, service desk and other IT teams to resolve issues and improve the user experience.
Assist with IT projects, hardware refreshes, software deployments, upgrades, office moves and other technology initiatives.
Provide conference room support at our corporate headquarters.
Maintain compliance in assigned required training and all training required by state/province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met.
Perform other duties as assigned.