The Senior Desktop Services Technician provides advanced technical support and resolution services to end users across the organization. This position ensures timely and effective resolution of service requests related to computer hardware, software, and systems, contributing to a high standard of service excellence. This position collaborates closely with internal Information Services (IS) teams, corporate departments, and third-party vendors, and regularly interfaces with senior management and executive leadership. Responsibilities include troubleshooting, documentation, escalation, and active participation in team initiatives, while maintaining confidentiality and staying current with emerging technologies.
Responsibilities:- 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.
Qualifications:- 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.
