Desktop Services - Senior Technician

• Deliver technical support for both complex and routine issues involving Microsoft applications, Windows, macOS, and a wide range of internal and third-party software tools.
• Ensure seamless integration of desktop computers and related devices with systems such as file servers, email servers, conferencing platforms, and administrative tools.
• Troubleshoot and resolve connectivity issues, cybersecurity escalations, printer malfunctions, and network permissions.
• Respond to service requests via phone, email, and in-person within established Service Level Agreement (SLA) guidelines.
• Document, track, and monitor issues; escalate when necessary to ensure timely resolution and customer satisfaction.
• Apply sound judgment to escalate work orders beyond individual scope when appropriate.
• Participate in weekly Desktop Services team meetings and contribute to team initiatives.
• Maintain confidentiality of company and personnel information.
• Stay current with emerging tools, systems, and best practices in the IS landscape to enhance support and service delivery.

May perform other duties as assigned.

• Three (3) years of experience in an information technology (IT) support role serving a large and distributed user base.
• Bachelor’s degree or equivalent training and experience.
• Proficiency in Microsoft applications and operating systems.
• Strong organizational skills and attention to detail.
• Excellent communication skills across email, phone, and in-person interactions.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Ability to demonstrate a “customer first” approach and build effective working relationships.
• Capable of lifting and/or carrying up to thirty-five (35) pounds.
• Creative thinker with collaborative problem-solving skills.
• Self-motivated and adaptable to a variety of work projects.
• Technical certifications such as Information Technology Infrastructure Library (ITIL) Foundation, Help Desk Institute (HDI), CompTIA A+, Microsoft Certified Solutions Expert (MCSE), CompTIA Network+, or similar are desirable.