Senior Desktop Support Technician

Vistex Career•Hoffman Estates, IL

About The Position

The Senior Desktop Support Technician provides advanced Tier 2/3 technical support to end users, serving as an escalation point for complex hardware, software, identity/access, and connectivity issues across onsite and remote environments. This role leads to end-user device provisioning, imaging, deployments, and lifecycle management, and is expected to drive standardization and continuous improvement of support processes through documentation, knowledge management, and proactive problem management. The Senior Desktop Support Technician partners closely with the IT Support Manager and the broader IT team to coordinate incident response and support key IT initiatives and projects, while providing technical guidance and knowledge sharing to other support staff as needed (this role is a technical lead and does not have direct people-management responsibilities).

Requirements

Advanced Tier 2/3 technical support experience
Experience with hardware, software, identity/access, and connectivity issues
Experience with end-user device provisioning, imaging, deployments, and lifecycle management
Experience driving standardization and continuous improvement of support processes
Experience with documentation, knowledge management, and proactive problem management
Experience partnering with IT Support Managers and broader IT teams
Experience coordinating incident response
Experience supporting key IT initiatives and projects
Experience providing technical guidance and knowledge sharing to other support staff
Experience creating and managing user accounts, profiles, and groups
Experience troubleshooting access, permissions, and authentication issues
Experience coordinating with IT teams in supporting MS Active Directory and MS Entra (MS Azure)
Experience processing offboarding activities
Experience building, imaging, configuring, and deploying new user computers
Experience managing standard builds and deployment workflows (e.g., Intune/Autopilot or equivalent)
Experience supporting and troubleshooting Microsoft 365 applications and services
Experience with Outlook connectivity, Teams collaboration, and identity/authentication issues
Experience monitoring, triaging, and remediating virus and malware-related issues
Experience enforcing desktop and organizational standards, endpoint security baselines, and configuration/compliance requirements
Experience diagnosing and resolving hardware and software faults (Windows PC and Mac)
Experience providing high touch/VIP support
Experience managing Audio-Visual systems
Experience supporting the rollout of new applications
Experience obtaining quotes for hardware and software
Experience managing stock of equipment, consumables, and other supplies
Experience maintaining IT computer hardware lifecycle
Experience creating and managing phone extensions and basic telephony user settings through MS Teams platform
Experience installing, upgrading, supporting, and troubleshooting printers and authorized peripheral equipment
Experience maintaining physical office infrastructure (e.g., cabling, conference rooms)
Experience acting as a technical lead for desktop support
Experience coaching and assisting other technicians
Experience providing technical guidance on complex issues
Experience promoting consistent standards
Experience contributing to training and knowledge transfer
Experience performing proactive problem management
Experience analyzing trends
Experience leading root-cause investigations
Experience partnering with other IT teams to implement preventative fixes
Experience developing and maintaining automation (e.g. PowerShell)
Experience developing and maintaining standardized configurations
Experience coordinating with vendors and service providers for repairs, warranty claims, and escalations
Experience validating work performed
Experience maintaining service documentation tasks, timelines, communications, and post-implementation support
Willingness to provide on-call and after-hours support

Responsibilities

Provide advanced end-user support and serve as an escalation point for complex incidents and service requests, resolving issues efficiently and professionally while building rapport with the user base
Maintain accurate ticket status and document troubleshooting, root-cause findings, and resolution details in the company service tracking system; identify recurring issues and recommend corrective actions
Create and manage user accounts, profiles and groups; troubleshoot access, permissions, authentication issues, and coordinate with other IT teams in supporting MS Active Directory and MS Entra (MS Azure)
Process offboarding activities, including disabling terminated and expired accounts, in accordance with IT and HR procedures
Build, image, configure, and deploy new user computers; manage standard builds and deployment workflows (e.g., Intune/Autopilot or equivalent) and conduct initial user orientation/training as needed
Create and maintain end-user documentation, support procedures, and knowledge base articles
Support and troubleshoot Microsoft 365 applications and services, including Outlook connectivity, Teams collaboration, and identity/authentication issues in Active Directory and MS Entra (MS Azure)
Monitor for, triage, and remediate virus and malware-related issues
Maintain quality of service by enforcing desktop and organizational standards, endpoint security baselines, and configuration/compliance requirements
Diagnoses and resolve hardware and software faults, including Windows PC and Mac hardware and software
Provide high touch/VIP support for C-level executives and key stakeholders, communicating status, impact, and timelines clearly
Manage Audio-Visual system to allow in person and remote meetings in dedicated office meeting rooms
Learn and support the rollout of new applications
Work with the IT Purchasing Analyst to obtain quotes for hardware and software
Manage stock of equipment, consumables, and other supplies
Maintain the IT computer hardware lifecycle, including refresh, redeployment, and decommission
Create and manage phone extensions and basic telephony user settings through MS Teams platform as applicable
Install, upgrade, support, and troubleshoot printers and authorized peripheral equipment
Maintain physical office infrastructure (e.g., cabling, conference rooms)
Act as a technical lead for desktop support by coaching and assisting other technicians, providing technical guidance on complex issues, promoting consistent standards, and contributing to training and knowledge transfer (no direct supervisory responsibilities)
Perform proactive problem management by analyzing trends, leading root-cause investigations, and partnering with other IT teams to implement preventative fixes
Develop and maintain automation (e.g. PowerShell) and standardized configurations to improve support efficiency, device compliance, and user experience
Coordinate with vendors and service providers for repairs, warranty claims, and escalations; validate work performed and maintain service documentation tasks, timelines, communications, and post-implementation support
Provide on-call and after-hours support