Senior Desktop Technician

Quest Software • Austin, TX

6d • Onsite

About The Position

As a member of the IT Global Desktop Team, the Senior Desktop Technician is responsible for delivering advanced technical support for Quest Software’s enterprise end-user computing environments in our US Austin physical office, as well as providing extended support globally. This role serves as a key escalation point for complex issues, ensures adherence to service levels, and contributes to operational excellence through process improvement, standardization, and knowledge sharing. The position combines strong hands-on technical expertise with a customer-focused approach to enable a high-quality employee experience. The hours are Monday to Friday, with an 8-hour workday, plus lunch and breaks, and a 7am start time. Some after-hours and weekend work may be required. This is an in-office position located in Austin, TX.

Requirements

• 6+ years of IT experience supporting end-user compute technologies and business users in a corporate enterprise environment
• Proficiency with Microsoft desktop operating systems and desktop software including the Microsoft ecosystem - Office 365, Outlook, Word, Excel, Teams, and SharePoint
• Knowledge of networking principles, topology, and protocols
• Basic understanding of Active Directory and Servers
• Knowledge of Desktop Imaging
• Extensive knowledge of Hardware & O/S Troubleshooting
• Should be expert in deployment of operating systems locally & remotely
• Exceptional knowledge of Windows 11 operating systems
• Working knowledge of MacBook hardware and software
• Good understanding of IP telephony setups and installations
• Good understanding of conference room technologies
• Maintains current technical expertise in the rapidly changing technology of end user compute technologies and peripherals and utilizes state-of-the-art techniques when implementing desktop solutions
• Working knowledge IT ticketing systems such as ServiceNow
• Excellent customer service skills and the ability to interact with senior leaders
• Excellent interpersonal, communication and written skills
• The ability to learn and understand new technology and skills quickly
• Ability to react to and act upon feedback
• Associate degree in information services, computer science, or equivalent
• Frequently lifts and/or moves up to 15 pounds, and occasionally lifts, carries, or moves items up to 30 pounds
• Must be able to work in our office located in Austin, TX

Responsibilities

• Identifies and initiates resolutions to client problems and concerns associated with office automation equipment, hardware and software to the client’s satisfaction
• Provides second level support to the Quest Software IT Service Desk and responds to problem tickets in a timely and efficient manner
• Receives, coordinates and installs desktop equipment and software according to department standards and procedures, and as needed
• Interacts with the IT Service Desk and other IT Team personnel to provide timely information regarding problem tickets and their resolution
• Maintains a positive working relationship with all enterprise departments to optimize working relationships and communication
• Provides desktop visits to business clients to assess their problems, coordinate the right equipment/software to resolve problems or process service requests
• Upholds the enterprise policy and procedures as well as recommends new and improved guidelines to ensure compatibility and better service to users of personal computers
• Adheres to Service Level Agreements as outlined in the IT Service Desk and Desktop IT Policies and Procedures

Benefits

• Competitive pay, annual bonuses, and top-performer recognition.
• Comprehensive health, family, and retirement benefits.
• Flexible work options, generous PTO, and wellness programs.
• Professional growth through learning platforms, mentorship, and leadership programs.
• Inclusive teams that reflect the world we serve, supported by Employee Resource Groups and our Equality & Inclusion Council.

What This Job Offers

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