The
Senior Desktop Support Technician provides advanced Tier 2/3 technical support to end users, serving as an escalation point for complex hardware, software, identity/access, and connectivity issues across onsite and remote environments. This role leads to end-user device provisioning, imaging, deployments, and lifecycle management, and is expected to drive standardization and continuous improvement of support processes through documentation, knowledge management, and proactive problem management. The Senior Desktop Support Technician partners closely with the IT Support Manager and the broader IT team to coordinate incident response and support key IT initiatives and projects, while providing technical guidance and knowledge sharing to other support staff as needed (this role is a technical lead and does not have direct people-management responsibilities).
Responsibilities: - Provide advanced end-user support and serve as an escalation point for complex incidents and service requests, resolving issues efficiently and professionally while building rapport with the user base
- Maintain accurate ticket status and document troubleshooting, root-cause findings, and resolution details in the company service tracking system; identify recurring issues and recommend corrective actions
- Create and manage user accounts, profiles and groups; troubleshoot access, permissions, authentication issues, and coordinate with other IT teams in supporting MS Active Directory and MS Entra (MS Azure)
- Process offboarding activities, including disabling terminated and expired accounts, in accordance with IT and HR procedures
- Build, image, configure, and deploy new user computers; manage standard builds and deployment workflows (e.g., Intune/Autopilot or equivalent) and conduct initial user orientation/training as needed
- Create and maintain end-user documentation, support procedures, and knowledge base articles
- Support and troubleshoot Microsoft 365 applications and services, including Outlook connectivity, Teams collaboration, and identity/authentication issues in Active Directory and MS Entra (MS Azure)
- Monitor for, triage, and remediate virus and malware-related issues
- Maintain quality of service by enforcing desktop and organizational standards, endpoint security baselines, and configuration/compliance requirements
- Diagnoses and resolve hardware and software faults, including Windows PC and Mac hardware and software
- Provide high touch/VIP support for C-level executives and key stakeholders, communicating status, impact, and timelines clearly
- Manage Audio-Visual system to allow in person and remote meetings in dedicated office meeting rooms
- Learn and support the rollout of new applications
- Work with the IT Purchasing Analyst to obtain quotes for hardware and software
- Manage stock of equipment, consumables, and other supplies
- Maintain the IT computer hardware lifecycle, including refresh, redeployment, and decommission
- Create and manage phone extensions and basic telephony user settings through MS Teams platform as applicable
- Install, upgrade, support, and troubleshoot printers and authorized peripheral equipment
- Maintain physical office infrastructure (e.g., cabling, conference rooms)
- Act as a technical lead for desktop support by coaching and assisting other technicians, providing technical guidance on complex issues, promoting consistent standards, and contributing to training and knowledge transfer (no direct supervisory responsibilities)
- Perform proactive problem management by analyzing trends, leading root-cause investigations, and partnering with other IT teams to implement preventative fixes
- Develop and maintain automation (e.g. PowerShell) and standardized configurations to improve support efficiency, device compliance, and user experience
- Coordinate with vendors and service providers for repairs, warranty claims, and escalations; validate work performed and maintain service documentation
- tasks, timelines, communications, and post-implementation support
- Provide on-call and after-hours support
The compensation for this position is $75000-$90000 annually. Base pay will vary depending on factors, including but not limited to, a candidate's location, job-related knowledge, skills and work experience. The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus. Vistex provides highly competitive benefits including comprehensive healthcare plan, 401(k) and paid time off, including paid volunteerism days!
