Senior Desktop Specialist

Summary

The Senior Desktop Specialist is the primary lead responsible for troubleshooting issues with computer hardware, software, and providing general IT assistance. They serve a key role to ensure that service levels are achieved in line with agreed service level agreements while tracking incidents and service requests from creation to resolution, ensuring they meet IT and quality standards. This individual performs day-to-day operations in the IT department in an effective and timely manner and works with team members to ensure service desk tickets and IT generated alerts are dealt with correctly and in a timely fashion.

• Configure, install, and support desktop computers, laptops, printers, monitors, phones and other general peripherals
• Maintain constant communication with service desk team and customers so SLAs are met
• Manage ticket queue, triage, assignment and escalation using Jira Service Management tickets
• Ensure tickets are kept updated daily with progress and status updates
• Collaborate with Service Desk team members to transfer and diversify skills
• Provide technical support for hardware and software systems, and engage third-party suppliers and partners where relevant
• Manage IT equipment and perform MACs (move, add, change)
• Provide end-user software troubleshooting for company supported applications
• Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required
• Provide onsite and remote assistance sessions for users
• Maintain a professional attitude and appearance while always providing excellent customer service that includes maintaining a good work ethic and assisting other team members
• Create and maintain documentation and procedures in Confluence
• Be responsible for coordinating with the HR Department for changes and/or approvals to staffing and employee access
• Initiate escalation of trouble tickets per departmental policies and best practices
• Be responsible for implementing new IT projects as needed
• Perform other job-related duties as assigned

• Bachelor’s degree in technical field, preferably computer information systems
• 5-10 years of experience working in a similar role
• Ability to provide timely resolution for all end-user requests and root cause analysis for issues
• Experience providing helpdesk and desktop support for laptops and PCs in an enterprise environment
• Proficient in the use of required operating systems, programs, and backup programs/devices
• Experience with LANs, VPNs, Windows 10/11, Windows Server 2012, 2016 or higher
• Knowledge and experience working with helpdesk ticketing systems and change management
• Experience with Office/Microsoft
  365, Exchange, Active Directory and Azure/Entra
• Experience with Mobile Device Management (MDM) and Single Sign-On (SSO) SaaS based tools
• Experience with deploying and managing mobile devices
• General education in computer systems or related certifications or training
• Microsoft, Cisco, EMC, VMware, Apple and CompTIA certifications a plus
• ITIL certification

The starting pay range for this position is $83,000 - $94,000 per year; however, the base pay offered may vary depending on the level of the position, skills, experience, job-related knowledge, and location.

• A home allowance to elevate your home workspace
• Discretionary bonus program
• Future financial security with a 401(k) program with a company match
• Paid time off covering vacations, personal time off, and sick days, capped off by an exciting year-end holiday shutdown
• Embraced flexibility with our alternative work schedule (9/80) to navigate your workweeks with every other Friday off