Senior Desktop Support Technician

Summary/Objective

Reporting to the IT Director of Infrastructure, the Senior Desktop Support Technician is responsible for delivering exceptional technical support, resolving hardware and software issues, and enhancing end-user experiences across the organization. This role collaborates closely with the IT team to ensure seamless technology operations and supports a dynamic, fast-paced work environment.

Essential Functions

1. Promptly address and resolve end-user service requests via ticketing systems, email, or in-person support.

2. Diagnose and troubleshoot issues related to desktop hardware, operating systems, business applications, and network connectivity to ensure minimal downtime.

3. Configure, maintain, and troubleshoot audio-visual systems for meetings, presentations, and virtual collaboration.

4. Install, update, and patch software/applications to maintain system security and compliance.

5. Create and maintain clear, detailed documentation for processes, procedures, and technical resolutions to support team efficiency and knowledge sharing.

6. Manage hardware and software inventories, ensuring accurate tracking and timely updates to support organizational needs.

7. Provide remote and on-site support, including escalation to higher-tier IT team members for unresolved issues.

Responsibilities and Duties

1. Serve as a technical lead for desktop support initiatives, including hardware and software rollouts and system upgrades.

2. Mentor and train junior IT staff to enhance team capabilities.

3. Contribute to the development of IT policies, procedures, and best practices.

4. Achieve and maintain SLA targets, such as time to respond and time to resolve

5. Ensure high user satisfaction through timely and effective support

6. Monitor and respond to IT ticketing system alerts.

7. Configure and manage user profiles, ensuring secure and efficient access to systems and applications.

8. Assist in onboarding new employees by setting up workstations, accounts, and providing initial technology training.

9. Conduct routine maintenance and updates for hardware and software to optimize performance and security.

10. Configure, deploy, and support laptops, thin clients, docking stations, and peripherals to meet user needs.

11. Research emerging technologies and solutions to support IT initiatives and improve operational efficiency.

12. Guide users through setup and troubleshooting of multi-factor authentication to enhance security protocols.

13. Provide user training and create resources to empower employees in using technology effectively.

14. Collaborate with IT security teams to implement and maintain endpoint protection measures, such as antivirus software and encryption.

This job description is not designed to cover or contain a comprehensive listing of essential functions or responsibilities that are required of the employee for this job. Essential functions and responsibilities and activities may change at any time with or without notice.

Requirements

Education and Experience

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent experience considered.

• Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator are preferred

• Demonstrated ability to lead cross-functional IT projects and collaborate with other IT teams.

• Exceptional customer service skills with a focus on delivering a positive end-user experience.

• Experience with Windows 11, Microsoft Office, and other common applications

• Experience with desktop/laptop and peripheral hardware

• Experience with IT ticketing, incident, change, project, and asset management tools

• Proficiency with cloud-based platforms such as Microsoft 365 and Azure

• Self-motivated problem solver with a passion for learning and adopting new technologies.

• Strong ability to interpret technical documentation and apply resources to reso