Information Technology Support Specialist

The Senior Desktop Technician serves as a key escalation point within the IT Help Desk team, responsible for resolving complex technical incidents and service requests across the organization. This role ensures high-quality end-user support in a fast-paced environment while contributing to IT projects, process improvements, and knowledge sharing initiatives., Technical Support & Incident Management

Resolve complex IT incidents and service requests via phone, email, chat, or in-person support

Log, categorize, prioritize, and track incidents using IT Service Management (ITSM) tools

Diagnose and resolve issues related to Windows and macOS operating systems, hardware, and SaaS applications

Perform root cause analysis to identify and eliminate recurring technical issues

Escalation & Leadership Support

Act as an escalation point for junior technicians and unresolved support cases

Mentor and assist in training newly hired Help Desk team members

Collaborate with the Help Desk Manager to improve processes and service delivery standards

Systems & Endpoint Administration

Support enterprise tools including Active Directory, Azure, Intune, Microsoft 365, and Jamf

Maintain accurate IT asset inventory and ensure proper tracking of equipment

Assist in endpoint configuration, user management, and access provisioning

Process Improvement & Documentation

Contribute to and maintain the IT knowledge base with documented solutions

Identify recurring incidents and support problem management initiatives

Recommend and support automation and service improvements

Project & Cross-Team Collaboration

Participate in IT infrastructure and business-related projects

Collaborate with infrastructure, security, and application teams to resolve complex issues

Provide technical input and support for ongoing IT initiatives

Operational Responsibilities

Support occasional travel requirements (up to 25%) as needed

Be available for overtime or extended hours during critical incidents, projects, or business needs

Maintain professionalism and responsiveness during high-priority support situations

The ideal candidate is highly skilled in Windows and Mac environments, Microsoft 365, SaaS platforms, and enterprise endpoint management tools. This role requires strong troubleshooting abilities, leadership capabilities, and a customer-first mindset., Experience

1 - 3 years of experience in a Help Desk or Service Desk environment

Technical Skills

Strong experience with Active Directory, Azure, Intune, Microsoft 365, and Jamf

Proficiency in Windows and Mac OS environments

Experience supporting SaaS applications and enterprise endpoint tools

Working knowledge of ITSM platforms

Scripting & Automation

Proficiency in at least one scripting language such as PowerShell or Python

Soft Skills:

Strong troubleshooting and analytical skills

Excellent communication skills (written and verbal)

Ability to explain technical issues to non-technical users

Strong customer service orientation and multitasking ability

Ability to work independently and in team environments

Education & Certifications:

Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)

Preferred certifications: ITIL v4 Foundation, CompTIA A+, Network+, AZ-900