Job Description

The Senior Desktop Support Technician will provide quality desktop support service for hardware, software, and peripheral issues. They will diagnose and resolve complex problems, coordinate repairs, maintain inventory, lead projects, and provide training and guidance to team members.

Responsibilities

• Provide desktop support for hardware, software, and peripheral issues
• Diagnose and resolve complex problems on desktop, laptop, and cloud-based virtual systems
• Coordinate repairs and warranty service with vendors
• Enter, update, and close support activity in the ticketing system within SLA
• Escalate unresolved issues to internal teams or vendors
• Perform account maintenance & minor network administration
• Maintain hardware and software inventory records and coordinate hardware lifecycle management
• Lead large projects with minimal guidance
• Assist with analysis, maintenance, documentation, and testing of software and hardware
• Advise or train customers on software packages
• Design, implement, and document procedures and scripts to automate processes
• Develop and/or teach seminars, workshops, or classes to users or other technicians
• Maintain users' manuals, create technical and video documentation
• Design, develop, review, and implement new systems
• Provide training & guidance to team members including automation
• Liaison with Engineering, Service Desk, Networking, and Security to test and integrate new technologies and processes
• Support Audio and Video Conferences and collaboration hardware
• Ensure compliance with IT policies, procedures, and security standards
• Participate in audits and implement corrective actions
• Monitor system performance and generate reports on support metrics and trends
• Mentor junior technicians and assist in skill development

Requirements

• Minimum of 3-5 years of PC support in a medium or large corporate environment
• Hardware & Software Certifications in current technologies desirable
• Excellent Customer Services skills
• Must be able to work shifts between 8:00AM to 6:00PM in local time zone
• Strong skills in the installation and configuration of operating systems, software & utilities
• Experience in the administration of user accounts and properties
• Solid PC Hardware skills
• Provide advanced support of mobile devices
• Physically able to safely lift and carry 50 pounds
• Must be able to participate in a support rotation schedule
• Travel to support office moves when required
• Microsoft Teams – IM, Conference Support, Video and Voice support

Benefits

• No benefits