Senior Desktop Support
About The Position
Lakeview is seeking a highly motivated and tech-savvy Sr. Desktop Support Technician to join our IT team. The ideal candidate will have a strong understanding of computer hardware and software and excellent customer service skills. This role will involve providing technical support to end-users, troubleshooting issues, imaging computers for deployment and ensuring the smooth operation of our desktop computing environment. The ideal candidate will have a proven track record of providing exceptional technical support and troubleshooting complex issues for both Windows and MacOS. This role is onsite five days a week in our Horsham, PA office.
Requirements
- 5+ years of experience in desktop support or a related field, with at least 2 years in a senior or leader role.
- Strong understanding of IT systems and troubleshooting techniques.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
- Ability to prioritize tasks and manage multiple responsibilities effectively.
- Ability to adapt to changing priorities and learn new technologies quickly.
- Ability to work under pressure and meet deadlines.
- Strong attention to detail and accuracy.
- Strong knowledge of computer hardware and software.
- Strong organizational and time management skills.
- Extensive experience with common operating systems (e.g., Windows, MacOS)
- Advanced troubleshooting skills and ability to diagnose and resolve complex technical issues.
- Knowledge of networking and security concepts.
- Customer-focused mindset with a commitment to providing exceptional service.
Responsibilities
- Provide support and resolve user issues through first-level troubleshooting and managing incoming tickets.
- Prioritize support requests based on impact and urgency, ensuring timely and effective resolution.
- Adhere to established service level agreements (SLAs) and document and track issues for resolution of tickets.
- Perfom laptop imaging process and collaborate with third-party vendors for hardware replacements, software licensing, and warranty services when required.
- Identify users and perform in-depth troubleshooting for various applications and systems.
- Triage complex tickets to higher-level IT support when necessary, ensuring seamless escalation and resolution.
- Proactively identify potential service interruptions or system outages, taking preventative measures to minimize downtime.
- Actively participate in IT projects and initiatives, providing technical expertise and support as needed.
- Handle user access provisioning and account administration requests efficiently and accurately.
- Identify opportunities for automation or streamlining of tasks to reduce manual effort and increase productivity.
- Ensure all desktop systems are secure and up to date with the latest security patches and antivirus definitions. Follow internal security policies and best practices.
- Collaborate with other IT teams to develop and implement best practices for incident management and problem resolution.
- Create and maintain technical documentation and knowledge base articles.
- Install, configure, and maintain operating systems (Windows, MacOS), applications, and software updates.
- Coordinate and implement desktop support projects, including hardware upgrades, software deployments, and process improvements.
- Collaborate with third-party vendors for hardware replacements, software licensing, and warranty services when required.
- Diagnose and resolve complex technical issues related to hardware, software, and network connectivity.
- Identify recurring problems and propose process improvements to enhance desktop support efficiency and reduce incidents.
- Other duties as assigned by leadership.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
