Senior Desktop Support Technician

Cain Watters & Associates • Frisco, TX

1d • Hybrid

About The Position

Reporting to the IT Director of Infrastructure, the Senior Desktop Support Technician is responsible for delivering exceptional technical support, resolving hardware and software issues, and enhancing end-user experiences across the organization. This role collaborates closely with the IT team to ensure seamless technology operations and supports a dynamic, fast-paced work environment.

Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent experience considered.
• Experience with Windows 11, Microsoft Office, and other common applications.
• Experience with desktop/laptop and peripheral hardware.
• Experience with IT ticketing, incident, change, project, and asset management tools.
• Proficiency with cloud-based platforms such as Microsoft 365 and Azure.
• Self-motivated problem solver with a passion for learning and adopting new technologies.
• Strong ability to interpret technical documentation and apply resources to resolve complex issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
• Proven ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.

Nice To Haves

• Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator are preferred.
• Demonstrated ability to lead cross-functional IT projects and collaborate with other IT teams.
• Exceptional customer service skills with a focus on delivering a positive end-user experience.

Responsibilities

• Promptly address and resolve end-user service requests via ticketing systems, email, or in-person support.
• Diagnose and troubleshoot issues related to desktop hardware, operating systems, business applications, and network connectivity to ensure minimal downtime.
• Configure, maintain, and troubleshoot audio-visual systems for meetings, presentations, and virtual collaboration.
• Install, update, and patch software/applications to maintain system security and compliance.
• Create and maintain clear, detailed documentation for processes, procedures, and technical resolutions to support team efficiency and knowledge sharing.
• Manage hardware and software inventories, ensuring accurate tracking and timely updates to support organizational needs.
• Provide remote and on-site support, including escalation to higher-tier IT team members for unresolved issues.
• Serve as a technical lead for desktop support initiatives, including hardware and software rollouts and system upgrades.
• Mentor and train junior IT staff to enhance team capabilities.
• Contribute to the development of IT policies, procedures, and best practices.
• Achieve and maintain SLA targets, such as time to respond and time to resolve.
• Ensure high user satisfaction through timely and effective support.
• Monitor and respond to IT ticketing system alerts.
• Configure and manage user profiles, ensuring secure and efficient access to systems and applications.
• Assist in onboarding new employees by setting up workstations, accounts, and providing initial technology training.
• Conduct routine maintenance and updates for hardware and software to optimize performance and security.
• Configure, deploy, and support laptops, thin clients, docking stations, and peripherals to meet user needs.
• Research emerging technologies and solutions to support IT initiatives and improve operational efficiency.
• Guide users through setup and troubleshooting of multi-factor authentication to enhance security protocols.
• Provide user training and create resources to empower employees in using technology effectively.
• Collaborate with IT security teams to implement and maintain endpoint protection measures, such as antivirus software and encryption.

Benefits

• Heavily subsidized medical insurance options
• Generous employer HSA contributions
• 100% employer-paid Short-Term Disability, Long-Term Disability, Accident, Basic Life Insurance, and Telehealth/Virtual Urgent Care/Whole Mental Health
• Dental and Vision plans
• Unlimited PTO
• Organization-paid holidays, including an extended Winter Break
• Safe Harbor 401k Plan
• Employer-paid professional dues, licenses, and renewals
• Continuing Education resources
• Family Planning Assistance Program and Paid Parental Leave
• Subsidized fitness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree