Sr. Desktop Support Specialist

Sr. Desktop Support Specialist Reporting to the Manager, the Senior Service Desk Technician serves as a technical SME and escalation point, providing Tiers I, II, and III support for complex end-user issues.

This role partners closely with other scopes of IT and Infrastructure teams on key initiatives, manages IT asset and inventory processes, supports procurement activities, and maintains technical documentation and knowledge bases. Additionally, the role is responsible for ticket analysis and reporting, SLA/OLA monitoring, backlog management, trend identification, and driving continuous service improvements through operational insights and performance metrics.

Location and Timings US
- Waltham, MA EST

• Extremely proficient in Tier I, II & III Troubleshooting of Laptop Hardware/Software & Associated Peripherals, Windows-OS, Microsoft/Generic Applications, and basic knowledge of iOS devices, etc.
• Office 365 Administration - Exchange, SharePoint, Endpoint & Teams Administration
• Knowledge of configuring, monitoring, security, and inventory tools in end-user devices.
• Working knowledge of Microsoft Azure, Intune and basic understanding of AWS and Networking principles.
• Basic understanding of Windows Server OS and efficiency in Azure, On-Prem Active Directory and Group Policy
• Proficient in Anti-Virus/EDR management
• High level knowledge of Ticketing Systems and identifying trends from those systems.
• Preferably Service Now
• Basic Power Shell scripting to support Active Directory, Office 365 Administration, and other day to day activities.
• Experienced in purchasing and planning of enterprise-wide Laptop & other Hardware distribution, and proficient with IT purchasing practices.
• Ability to train and mentor junior level & outsourced staff.
• Ability to create documentation and SOPs for team.
• Ability to perform ticket analytics and provide daily updates and reports around the ticket analytics to the management
• Basic understanding of Audio/Video Conference devices, Printers and other infrastructure supporting devices like Door Security Systems etc.
• Excellent Communication skills with ability to deal with end-users in various regular & challenging situations.

• Education:
  
  Bachelor’s degree in computer science required but not mandatory.
• Work Experience:
  
  5-8 years of hands-on experience in helpdesk, desktop support within a professional environment.

• Expert troubleshooting skills for desktops, laptops, peripherals, and workstation hardware.
• Advanced remote support and end-user issue resolution capabilities.
• Proficiency with Windows 11 and macOS environments.
• Experience with Microsoft 365 administration and troubleshooting.
• Hands-on knowledge of ITSM/ITIL practices, preferably Service Now.
• Support experience for iOS and Android devices.
• Understanding of endpoint security, antivirus, and device management.
• Solid foundation in Active Directory, user administration, and access management.
• Working knowledge of networking fundamentals.
• Experience troubleshooting printers and print services.
• Familiarity with remote support tools such as Beyond Trust (Bomgar).
• Ability to act as a technical SME, lead escalations, and drive issue resolution.

• Strong Ticket Analysis and Report generation.
• Excellent verbal and written communication skills.
• Strong customer service, communication, and stakeholder management skills.
• Ability to work collaboratively and manage multiple priorities.

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