Senior Desktop Support Technician

Fire Fighter Sales & Service Co. • Pittsburgh, PA

1d

About The Position

The Lead Desktop Support Technician oversees the daily operations of the Desktop Support team while also providing advanced technical support to staff and faculty across the organization. This role ensures high-quality service delivery, coaches and mentors technicians, coordinates workload and ticket flow, and acts as a point of escalation for complex issues. The Lead Technician is responsible for maintaining strong communication across IT teams, upholding established procedures, and helping drive continuous improvement in service performance and end-user satisfaction.

Requirements

• Associate’s Degree required; Bachelor’s Degree preferred or equivalent experience
• 3–5 years of experience in a desktop support, service desk, or IT support environment
• Strong customer service, communication, and troubleshooting background
• Strong ability to diagnose desktop, laptop, tablet, and peripheral issues
• Solid understanding of networking concepts, including wireless, DHCP, DNS, and VPN basics
• Proven ability to follow and enforce documented procedures and troubleshooting steps
• Strong leadership, communication, and interpersonal skills
• Ability to manage multiple tasks, prioritize effectively, and handle escalated issues
• High attention to detail—especially when documenting tickets and coaching others
• Ability to work independently while supporting a team-oriented environment

Nice To Haves

• Experience providing technical guidance, mentorship, or team coordination preferred
• Experience supporting Apple devices is a plus
• CompTIA A+, Network+, Microsoft certifications, HDI, or ITIL preferred
• Experience with RMM tools such as N‑Able or PRTG is a plus

Responsibilities

• Serve as the primary point of contact for Desktop Support Technicians for technical and procedural guidance
• Mentor and coach technicians to improve troubleshooting skills, communication, and efficiency
• Assist with scheduling, task assignment, and workload distribution
• Ensure team adherence to IT policies, processes, and service-level expectations
• Monitor ticket queues, proactively identify bottlenecks, and drive timely resolution
• Collaborate with IT management to identify areas for improvement and recommend solutions
• Provide advanced troubleshooting for desktops, laptops, tablets, peripherals, software, and user profiles
• Act as an escalation point for complex incidents and determine when issues should be elevated to Tier 2/3
• Perform root-cause analysis on recurring issues and recommend preventative measures
• Maintain strong knowledge of supported platforms, tools, and services
• Assist in the rollout of new hardware, software, or technology initiatives
• Ensure technicians accurately document all incidents, resolutions, and steps taken
• Maintain and update knowledge base articles to support consistent, repeatable fixes
• Communicate clearly with users at all technical levels and provide follow-up when needed
• Represent the support team professionally in cross‑department communication
• Help drive team performance toward goals for ticket response, resolution time, and customer satisfaction
• Participate in ongoing training and encourage skill development across the team
• Contribute to process improvement efforts and standard operating procedure enhancements

What This Job Offers

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