Senior Desktop Support Technician

Veson Nautical•Boston, MA

3d•Hybrid

About The Position

The Senior Desktop Support Technician will be responsible for providing advanced desktop computing support, maintaining end user computing assets, and ensuring high levels of customer satisfaction. The ideal candidate will have a strong technical background in Windows and MacOS operating systems, excellent problem-solving skills, and a proven track record of delivering exceptional IT support services.

Requirements

Bachelor's degree in Information Technology, Information Systems, Business Systems, or a related field, or equivalent work experience.
5+ years' experience in IT desktop support.
In-depth knowledge of Windows, MacOS, and mobile operating systems, device hardware, and common business systems such as Microsoft Office, Google Workspace, Atlassian Jira, Atlassian Confluence, etc.
Familiarity with device management and deployment systems such as Quest KACE, JAMF, Intune, SmartDeploy, etc.
Familiarity with network fundamentals and cybersecurity best practices.
Excellent communication skills, both written and verbal, with the ability to communicate technical information to non-technical users.
Strong problem-solving abilities and attention to detail.
Ability to work independently in a fast-paced, global environment and manage multiple priorities.

Nice To Haves

Experience with ITIL or other IT service management frameworks preferred.
Candidates with industry standard certificates such as CompTIA A+, Network+, Security+ strongly preferred.

Responsibilities

Provide advanced technical support for desktop computing issues, including hardware, software, and network problems, ensuring timely and effective resolution.
Troubleshoot and resolve complex technical issues escalated from other support team members or end users.
Support the management and maintenance of desktop computing assets, ensuring accurate inventory, timely maintenance, and secure configurations.
Follow established standards, policies, and procedures for desktop computing support, including incident management, service request processing, and user access control.
Document support activities, contribute to knowledge base articles, and identify opportunities to improve service quality and reduce downtimes.
Ensure compliance with relevant laws, regulations, and industry best practices related to desktop computing and information security.
Deploy and support Windows and MacOS-based systems, including operating system upgrades, software deployments, and security patches.
Provide hands-on support for mobile devices and common business systems integration.
Work closely with users and other IT teams to resolve high-impact issues and minimize disruption to business operations.
Assist with project work related to desktop infrastructure improvements and technology deployments.