Sr. Desktop Support Engineer
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About The Position
This position involves taking full lifecycle ownership of support tickets from initiation to resolution, coordinating with other teams as needed and escalating blockers appropriately. The role requires performing root cause analysis to resolve the entire scope of technical issues, assessing whether a broader organizational impact exists and addressing it when applicable. The individual will monitor and triage ServiceNow incident and service request queues, responding within defined SLAs to ensure high-quality support. Proactively analyzing ticket trends, system monitoring tools, and employee feedback to identify and remediate issues before they impact the broader user base is also a key responsibility. Additionally, the role includes maintaining and supporting hardware and software environments, including PCs, laptops, printers, peripherals, and enterprise applications, both onsite and remote. The individual will provide 2nd level support and serve as an escalation point for complex technical issues, while maintaining accountability for ticket resolution. Support for imaging, configuration, installation, and repair of networked devices, including VPN access and Cisco VPN Client support, is also required. The role involves contributing to and maintaining a robust, searchable internal and external Knowledge Base to ensure consistent and scalable solutions, as well as performing asset lifecycle management activities to ensure accurate and current inventory tracking of all IT hardware.
