Senior Desktop Support Engineer

The Sr. Desktop Support Engineer serves as a point of contact for end users and acts as a customer-facing onsite representative of the AHEAD IT Operations team. A typical day will include responding to and troubleshooting user support incidents for endpoint hardware and software, fulfilling standard IT-related requests, and escalating issues to Tier 3 staff. Responsibilities also include provisioning and deployment of laptops and desktop applications, supporting applications, and maintaining office technology hardware.
Our ideal candidate must be a collaborative team player that is comfortable supporting a remote workforce at all levels of the organization. Applicants should possess exceptional analytical, communication and follow-up skills along with a drive to learn and emphasis on customer support.
Responsibilities
Serve as a point of contact for users seeking technical assistance, both in-person as well as remotely
Process and respond to incoming tickets to ensure courteous, timely, and effective resolution of incidents and requests
Troubleshoot and determine best solutions, providing accurate, thorough, and clear communication to users
Escalate unresolved issues to the appropriate level of the IT Operations team
Properly record incident actions and follow-up details into the IT ticketing system
Provide troubleshooting and technical support for Windows and macOS laptops
Provide troubleshooting and technical support for Microsoft 365 desktop and web applications
Provide troubleshooting and technical support for cloud applications and productivity tools
Provide on-site support for office technology, such as copiers, printers, wireless, Audio/Video Conferencing, phones, etc.
Assist with on-site troubleshooting and maintenance of office technology and infrastructure projects under the direction of the IT Operations team
Assist with the creation of user accounts and setting up new users
Assist with password resets, multi-factor authentication, and user account management
Create and maintain user-facing knowledge management documentation on procedures, solutions, and how-to guides
Qualificiations:
6+ years in a desktop support role
Proficient technical support skills with Microsoft 365, laptop hardware (Windows 10, macOS) iOS and Android devices

Experience with Service Now or JIRA.
Prior exposure to remote support tools such as Bomgar

Experience with Mobile Device Management tools, such as Intune, and endpoint security tools, such as Carbon Black
Capable of supporting VOIP, teleconferencing systems, and communications tools such as Webex or Microsoft Teams
Ability to troubleshoot and support infrastructure such as wireless, multi-function copiers, AV, and networking (TCP/IP, DNS, etc.)
Technical troubleshooting and problem-solving capabilities
Organized and able to shift tasks as priorities evolve
Team-oriented collaborator willing to share knowledge and experience
Solid communicator with the ability to provide professional documentation
Education
Bachelor s Degree
Technical Certifications encouraged (Comp TIA A+, MCSE, etc.)