Senior Desktop Support Engineer

Extell Development Company•New York, NY

20d•$75,000 - $95,000•Onsite

About The Position

A Senior Desktop Support Engineer at Extell plays a critical role in maintaining the reliability, performance, and security of our end user computing environment. This position supports Extell’s technology operations by resolving complex technical issues, deploying and maintaining systems, and ensuring a seamless experience for all internal users across the organization. The engineer also mentors junior team members, collaborates with technology teams, and contributes to the IT standards that support Extell’s operational excellence. The ideal Senior Desktop Support Engineer for Extell is an experienced and highly reliable technical professional with a strong background in enterprise support. They excel at troubleshooting, system maintenance, Windows, and delivering a polished, high-quality support experience to Extell’s employees and leadership teams. They demonstrate strong communication, structured problem solving, professionalism, and the ability to mentor junior staff. They are customer focused, proactive, detail oriented, and calm under pressure. Certifications such as CompTIA A+ or Microsoft Certified Professional further strengthen their profile. They are comfortable working onsite every day and contributing to Extell’s on-call rotation when required.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field
Minimum of 5 years of experience in desktop support or a similar technical role
Strong proficiency in troubleshooting advanced hardware and software issues
Extensive experience supporting Windows environments
Familiarity with desktop and laptop repair and maintenance
Advanced knowledge of Microsoft Office Suite and core business applications
Experience with Active Directory, user management, and permission administration
Hands-on experience with remote support tools and enterprise ticketing systems
Solid understanding of network protocols and desktop network troubleshooting
Experience deploying and configuring new hardware and software
Knowledge of IT security standards and cybersecurity fundamentals
Proficiency with system backups, imaging, and data recovery
Strong documentation skills for technical processes and troubleshooting guides
Ability to handle multiple tasks and prioritize high-volume support tickets
Excellent verbal and written communication skills
Experience mentoring junior staff and providing technical guidance
Experience coordinating vendor services, repairs, and warranty support
Familiarity with IT asset management and inventory tracking
Ability to work collaboratively with Extell’s Network, Infrastructure, and Security teams
This is a one-site role and requires you to be onsite every day
Availability to participate in an on-call rotation as needed

Nice To Haves

Certifications such as CompTIA A+, MCP, or similar preferred

Responsibilities

Troubleshoot and resolve advanced hardware, software, and connectivity issues
Perform regular maintenance on desktops, laptops, and peripheral devices
Install, configure, and deploy new systems and business applications
Conduct system deployment and imaging tasks
Provide advanced technical support via phone, email, and in person
Manage and prioritize tickets using Extell’s service management platform
Conduct system backups and data recovery
Monitor and optimize desktop performance across the Extell enterprise
Collaborate with Network and Infrastructure teams on cross-team issues
Create and maintain IT documentation and technical knowledge articles
Mentor junior support staff and provide technical leadership
Support IT initiatives including hardware refreshes and software rollouts
Implement and maintain Extell’s IT security policies and procedures
Manage user accounts, permissions, and access rights
Coordinate vendor-supported repairs and warranty services
Perform asset management and lifecycle tracking
Conduct software and hardware audits for licensing compliance
Recommend improvements to Extell’s desktop support operations
Resolve escalated hardware and software issues
Perform maintenance and updates across end user devices
Deploy systems and applications for new hires and existing staff
Follow internal processes for onboarding, offboarding, and purchasing
Manage inventory, including tracking equipment and updating asset records
Deliver high-level support across Extell offices, properties, and teams
Track and manage tickets through Extell’s service management platform
Support and troubleshoot video conferencing calls, room systems, and meeting setups
Ensure the desktop environment is stable and secure
Document procedures and update internal guides
Support IT projects including migrations and upgrades
Enforce Extell’s IT security standards
Manage user access and permissions
Coordinate vendor-supported repairs and warranty claims
Support after-hours or on-call needs
Advise on process improvements and technology enhancements