Senior Desktop Support Analyst

Under the supervision of the Network Administrator, this senior-level role serves as a technical escalation point and subject matter expert, providing advanced troubleshooting and support for end-user computing environments. The ideal candidate brings strong networking fundamentals, hands-on experience with Citrix virtual desktop/application delivery, Okta identity & access management, and Mobile Device Management (MDM) platforms (AirWatch/VMware Workspace ONE or equivalent), Microsoft Office 365. You will resolve complex technical issues, mentor junior team members, contribute to endpoint standards, and help ensure a secure, reliable, and productive end-user experience across a diverse, modern workplace. You will act as the backup of the Network Administrator.

Do you have a valid Driver's License license?, Do you have experience in iOS?, Do you have a Bachelor's degree?, 8+ years of progressive experience in desktop support, endpoint engineering, or IT service desk roles (at least 3-4 years at senior/advanced level) , with Bachelor's degree preferred. Strong understanding of enterprise networking concepts (TCP/IP, VLANs, switching, wireless, VPN, basic firewall rules, troubleshooting packet flow) Hands-on experience supporting Citrix Virtual Apps/Desktops environments (installation, configuration, user troubleshooting, performance tuning) Proven experience administering Okta (SSO federation, MFA, lifecycle management, troubleshooting authentication issues) Solid experience with MDM/EMM platforms - VMware Workspace ONE (AirWatch) strongly preferred; Intune, Jamf, or MobileIron acceptable Deep knowledge of Windows 10/11 desktop administration, including Intune/Autopilot, SCCM/MECM, Group Policy, and PowerShell scripting Experience with Microsoft 365 ecosystem (Teams, OneDrive, SharePoint, Exchange Online) Familiarity with remote support tools (TeamViewer, BeyondTrust, Citrix HDX, RDP) Minimum 8+ years Customer Service or Technical Support experience required. Ability to build, repair and configure PCs, install and troubleshoot operating systems and applications, including Windows and Mac IOS. Must know how to access and use vendor knowledge base resources. Excellent analytical and problem-solving abilities with a methodical approach to troubleshooting. Strong customer service orientation with the ability to communicate technical concepts to non-technical users. Ability to work independently without direct supervision and collaboratively in a fast-paced environment. High attention to detail with strong documentation skills. Ability to work under pressure in a timely fashion. Excellent interpersonal skills and ability to work effectively with all levels of computer users. Valid driver's license required. The Children's Village does not discriminate against any employee, prospective employee or contractor because of race, color, religion, sex, sexual orientation, gender identity, gender expression, creed, age, national origin, citizenship status, physical or mental disability, marital status, veteran status, genetic predisposition, domestic violence victim status, criminal conviction history or any other protected classification under federal, state or local law.