Senior Desktop Technician

TEKsystems•Washington, DC

6d•$39 - $56•Onsite

About The Position

The Support Analyst is responsible for delivering high quality technical support to employees, executives, and board members. This role ensures the seamless operation, maintenance, and reliability of end user technologies including devices, collaboration tools, conferencing environments, and secure remote access. The analyst provides both day to day operational support and elevated white glove service as needed, ensuring an excellent technology experience for all users while upholding professionalism and confidentiality.

Requirements

Strong expertise with Windows/macOS, device management, and end user technologies.
Working knowledge of Intune, JAMF, and PolyCom / Teams Room / modern AV ecosystems.
Proficiency with Microsoft 365 (Teams, OneDrive, Outlook, SharePoint).
Analytical troubleshooting skills with ability to identify patterns, root causes, and preventative actions.
Excellent communication skills, capable of supporting users at all organizational levels.
Ability to work independently, handle ambiguity, and prioritize multiple tasks.
Strong customer service orientation with attention to detail and professionalism.
Familiarity with service management tools and ITIL best practices.
Bachelor’s degree in IT, Computer Science, Engineering, or equivalent experience.
3–5+ years of experience in end user support, workplace technology, or related IT operations.
Experience supporting both general users and leaders in mid to large organizations.
Experience with enterprise device management, collaboration tools, and security controls.

Nice To Haves

Experience providing white glove support or VIP support in enterprise environments.
Experience supporting hybrid/remote events and modern conferencing technologies.

Responsibilities

Provide high quality technical support to all employees, with elevated white glove service for executives and VIPs when required.
Deliver on site and remote assistance for hardware, software, collaboration platforms, and secure connectivity.
Educate and guide users on technology tools, best practices, and emerging features.
Support and maintain modern conference rooms, Teams Rooms, and AV environments.
Provide onsite or travel-based support for meetings, board sessions, and organization-wide events.
Coordinate with AV, networking, and facilities teams to ensure flawless execution of critical meetings.
Diagnose and resolve incidents and service requests within defined SLAs.
Handle prioritized escalations — including but not limited to executives, major outages, and time sensitive issues.
Contribute to root cause analysis and continuous improvement efforts.
Manage and maintain accurate asset inventory, device compliance, and lifecycle processes.
Follow ITIL-aligned processes (Incident, Request, Change, Knowledge).
Create and maintain technical documentation, runbooks, and knowledge articles.
Collaborate with cross functional teams (Security, Collaboration Services, Network, Engineering, Service Desk).