Desktop Support

Core Job Title: Senior Desktop Support - The Senior Help Desk Technician provides support for users experiencing IT-related Incidents and fulfilling Service Requests. They act as an escalation point and will be key contributors to IT-related projects. The role is customer-focused and requires a strong understanding of IT systems, problem-solving skills, and the ability to work in a fast-paced environment. Responsibilities:

• Resolve complex IT Incidents and Service Requests from customers in a timely and efficient manner either by phone, email, chat or in-person

• Log, categorize, prioritize and resolve Service Requests and Incidents in the ITSM

• Diagnose and resolve technical issues related to Windows and Mac Operating Systems, Microsoft and SaaS applications and hardware by analyzing the root cause

• Act as escalation point for issues that cannot be resolved by junior technicians, ensuring a proper resolution of escalated issues

• Assist in training and mentoring newly hired Help Desk technicians

• Proactively identify recurring Incidents for Problem Identification and remediation

• Contribute to the internal knowledge base by documenting solutions to common issues

• Work closely with the Help Desk Manager to establish and reinforce Help Desk processes and best practices

• Lead or be a key contributor to IT projects and provide IT insight into business-related projects

• Work closely with other IT teams to resolve complex issues

• Maintain accurate inventory of IT assets

• Project assignments as requested

• travel, up to 25% or as needed

• Must be willing to work occasional overtime or extended hours as business needs require, including urgent support issues, critical projects, executive requests, or time-sensitive deadlines.

• This is not expected to be a weekly occurrence, but the right candidate will be flexible, dependable, and willing to jump in when the situation calls for it.

• Other duties as assigned

• Minimum 3-5 years of experience in a Help Desk or Service Desk role with at least 2 years in a Senior or leadership position
• Ability to handle multiple tasks effectively, with tact, courtesy, and a high degree of customer service.
• Work independently and effectively with minimal direction or collaboratively in a team environment
• Highly skilled in Active Directory, Azure, InTune, O365, JamF, etc
• Proficiency in at least one scripting language (e.g., PowerShell, Python)
• Excellent communication skills (both written and verbal) with the ability to explain technical issues to non-technical users

Education:

• Bachelor's Degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
• Industry-related certifications such as ITIL v4 Foundation, A+, Network+, AZ-900 are preferred