Sr. Desktop Support Technician
About The Position
A Senior Desktop Support Technician is a pivotal role in ensuring the smooth operation and stability of an organization's IT systems. They manage and resolve complex technical issues related to desktop systems, software applications, and network connectivity. This role involves providing advanced troubleshooting and support, deploying software updates, and optimizing system performance. Senior Desktop Support Technician also mentor junior team members, contribute to the development of IT policies, and work collaboratively with other technical teams to implement and maintain best practices for end-user computing environments.
Requirements
- Minimum of 3 – 5 years of experience in desktop support or a similar role
- Excellent written and verbal communication skills.
- Excellent customer service skills.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Ability to conduct research into issues and products as required.
- Ability to present ideas in business-friendly and user-friendly language.
- Familiarity with desktop imaging software, specifically InTune
- Experience with Office 365 Tenant Administration
- Experience with IT ticket tracking system (ServiceNow preferred)
- Knowledge of current technological developments and trends in the area of expertise.
- Demonstrated ability to handle multiple assignments with attention to detail.
- Ability to prioritize and meet deadlines consistently.
- Ability to maintain and secure sensitive/confidential information.
- 3+ years of successful Desktop Support experience
- Candidate should have achieved or be working toward Microsoft Administration certification, Network Associate-level certification, or Information Security associate-level certification.
Nice To Haves
- Experience with Mac computers in a corporate environment a plus
Responsibilities
- Diagnose and resolve complex issues regarding hardware, software, operating systems (Windows/macOS), and mobile devices.
- Identifies, evaluates, and corrects hardware, software, or operations problems.
- Makes recommendations to supervisor for future hardware and software additions or enhancements.
- Opens, assigns and escalates support tickets based on importance and priority.
- Answers IT Support calls and resolves technical problems.
- Monitors IT support ticket system to ensure proper ticket handling.
- Communicates with customers the status of tickets and problems.
- Design and document Standard Operating Procedures (SOPs) and monitor ITSM ticketing queues (e.g., ServiceNow) to ensure SLAs are consistently met.
- Performs adds/moves/changes of computer equipment.
- Guide junior technicians, evaluate performance, and assist in departmental training.
- May be required to work weekends and overtime occasionally.
Benefits
- Equal employment opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
