We are looking for Senior Desktop Support!

Responsibilities 

• Primary area of responsibility is effective analysis, troubleshooting and accurate problem solving of technical incidents of varying degree by responding to issues received through the service management system, email, Teams, phone and walk-up. 

• Perform remote and on-site troubleshooting through efficient troubleshooting methodology 

• Test and deploy hardware and software solutions as part of new deployments, break-fix issues and move-add-change 

• Provide best-in-class white-glove customer service through service management system, email, Teams, phone and walk-up. 

• Proactively reach out to customers about their technology needs and address issues before they occur 

• Follow up with customers to ensure their technology needs are being met and issues are resolved 

• Update and maintain technology knowledgebase with customer-facing and internal troubleshooting documentation 

• Track and thoroughly detail technology issues through service management system 

• Identify issues, propose solutions and test new technologies or process changes 

• Manage end-user technology projects, such as migrations, deployments and introduce new technology solutions 

Qualifications

• Proven experience as a Senior Desktop Engineer troubleshooting complex technical problems 

• Proven excellence in customer service, interpersonal and customer-facing skills 

• Strong listening and problem solving skills 

• Provides prompt, clear and ongoing communication with end users to define clear expectations 

• Experience troubleshooting conference rooms, Zoom/Teams conferencing issues, telephony systems, messaging platforms and collaboration tools 

• Experience troubleshooting issues with Windows 10, Active Directory, DNS, DHCP 

• Experience with VDI, virtual desktops, imaging workstations, deploying and troubleshooting break/fix hardware and peripherals 

• Troubleshooting mobility issues related to MDM, MFA, mobile devices, VPN, laptops and remote connectivity 

• Fluency with Microsoft Office and strong troubleshooting knowledge; O365/Azure a plus 

• Experience working with a service management system (ServiceNow, Remedy, Jira, etc.) 

• Ability to quickly and effectively diagnose and resolve technical issues and eliminate repetitive issues both on-site and remotely 

• End user-focused, excellent communication skills, and best-in-class customer support 

• Certifications Preferred 

• BSc/BA in IT, Computer Science or relevant field