Sr Desktop Support Technician

As a member of the Client Services area of Enterprise Technology & Services, this role combines advanced technical skills with exceptional customer service. It provides in-person and remote technical support and assistance to the Keene State College community using IT Service Management and ITIL principles. The position is full‑time onsite in Keene, New Hampshire.

• Work independently and collaboratively to deliver critical end‑user support functions, including deployment, monitoring, and maintenance of Windows and Mac hardware and software; troubleshoot network, printing, and datacenter issues; manage computer lifecycle and IT asset inventory.
• Provide escalation support for complex issues and ensure adherence to USNH policies and industry best practices.
• Execute policies and procedures for smooth operation of computing resources and collaborate with campus departments to plan hardware and software transitions.
• Train staff on software and systems used throughout the university system.
• Assign and supervise the work of team members, providing mentorship and knowledge sharing.
• Participate in complex IT projects, develop project plans and specifications, maintain project documentation, and track progress.
• Serve as the main point of contact with clients, communicating effectively with non‑technical users and maintaining up‑to‑date knowledge of emerging technologies.
• Resolve complex tickets using remote support tools and additional resources; prioritize tasks and minimize supervision.
• Act as a subject‑matter expert during crisis situations (virus outbreaks, disaster recovery); provide backup support as needed.
• Work cross‑functionally with other IT teams and units to provide quality service and support.
• Research solutions, document fixes and workarounds, and provide process improvement suggestions.
• Communicate large‑scale fixes with constituents and maintain strong business relationships.
• Assist clients in implementing appropriate technology solutions and recommend comprehensive solutions for a broad audience.
• Follow security policies and procedures, assist with identifying and resolving security issues or breaches, and stay updated on USNH security best practices.
• Create, modify, and maintain documentation and standard operating procedures (SOPs) for various software and hardware systems, ensuring accessibility for all audiences.
• Document all service requests and incidents in the enterprise ticketing system, meeting or exceeding established service‑level agreements (SLAs).
• Lead or participate in strategic and project planning for the resource lifecycle, ensuring accurate data maintenance.
• Configure Microsoft Autopilot and JAMF to provision new devices, schedule setup, and assist clients with login, account configuration, and printer setup.
• Work with USNH‑approved value‑added resellers to configure, quote, purchase computers, recommend replacement when necessary, and manage loaner equipment.
• Maintain asset inventory, perform physical inventory and cycle‑counts, and coordinate end‑of‑life and surplus pickup.
• Provide support for IT‑related projects, including teaching lab, classroom technology refresh, and end‑user asset refresh planning.
• Guide, train, and evaluate student employees who assist with customer support and device management.
• Stay current with emerging technologies such as remote support applications, security tools, and productivity applications.

• Maintain current knowledge of endpoint hardware, remote support applications, security, and productivity tools relevant to the Enterprise Client Services Team.

• Bachelor’s degree and four years of experience in the information technology field.
• Associate’s degree and six years of experience, or a combination of education and experience equal to eight years.
• Strong customer‑focused support skills.
• Organizational, oral, and written communication skills.

• Valid driver’s license.

• Demonstrated customer service experience, team collaboration, and communication skills.
• Ability to work under general direction and exercise judgment to…