Desktop Support II

At SSR, we’re more than a leading engineering design, consulting, and planning firm—we’re a team of owners committed to solving complex projects and delivering innovative solutions for facility and infrastructure challenges. With locations across the U.S. and expertise spanning diverse markets and services, our collaborative approach empowers us to build lasting partnerships with each other, our clients, and our communities.

We believe high performance and a people‑first culture go hand in hand. As an owner from day one, our colleagues thrive in an environment that values accountability, celebrates achievement, and supports personal and professional growth.

As a Desktop Support II professional, you’ll tackle the tougher tickets—supporting multioffice Windows environments, mentoring Desktop Support I teammates, and keeping our people productive through responsive, brandforward service.

• Configure, install, update, and maintain local area network software and hardware across multiple offices.
• Provide Tier I/II helpdesk support for Windows Active Directory, Outlook, Microsoft Office, VoIP, TCP/IP, and remote access/VPN.
• Monitor systems and escalate warnings/alerts to appropriate team members for timely resolution.
• Verify and maintain iHelp tickets in the company ticketing system; document troubleshooting steps and outcomes.
• Respond promptly to user needs and questions related to software, hardware, and network operations; deliver user training as needed.
• Support software such as Microsoft Office, Windows Server/Windows Professional, and security tools; assist with application enhancements.
• Support hardware including servers, laptops/desktops, video conferencing systems, mobile devices, plotters, and unified messaging.
• Set up, configure, and troubleshoot company tablets and cell phones; assist with MDM enrollments and policy compliance.
• Analyze user requirements, procedures, and problems to improve systems and workflows; research and recommend commercial software.
• Perform backup data retrieval as needed; maintain organized network and workstation information.
• Train and assist Desktop Support I colleagues; serve as a goto resource for complex tickets and field escalations.
• Perform other duties as assigned to support reliable IT operations and a positive end user experience.

Minimum Requirements:

• Associates degree or equivalent experience
• 5 years of IT Helpdesk or Desktop Support experience
• A+ / NET+ Certification
• MCSE Certification or training preferred but not required

Preferred Qualifications:

• Thorough knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) and modern web browsers; familiarity with the internet.
• Knowledge of Windows OS installation and software deployment; experience loading device drivers and configuring stable systems.
• Ability to research and troubleshoot computer errors (including blue screens); general understanding of DNS, DHCP, file share structures, and IP networking.
• Customer focus with clear written and verbal communication; strong interpersonal collaboration and technical writing skills.
• Detail orientation, judgment/decision making, and organization to orchestrate multiple activities and meet SLAs.
• Experience supporting a broad set of hardware: laptops/desktops, servers, video conferencing, mobile devices, plotters, and unified messaging.

• 100% Employee‑Owned – Ownership from day one with immediate ESOP vesting.
• Retirement Savings – 401(k) with immediate vesting and a generous company match.
• Health & Wellness – Medical, dental, and vision coverage, plus company‑funded HSA contributions for HDHP plans.
• Company‑Paid Protection – Life insurance, AD&D, and short and long term disability at no cost to you.
• Work‑Life Balance – Flexible schedules, paid parental leave, generous PTO, and paid company holidays.
• Career Growth – Tuition reimbursement and ongoing professional development support.

SSR is an Equal Opportunity / Affirmative Action Employer. EEO Disabled/Veterans.