Senior Desktop Support Technician

Reporting to the Manager of IT Support, the Senior Desktop Support Technician is a highly visible, hands‑on IT professional responsible for delivering exceptional end‑user support remotely to all of our locations while also serving as a trusted on‑site technical resource.

This position is often viewed as the face of IT, with the expectation of providing exceptional customer service to our internal customers as well as providing clear and frequent communication on the status of issues. Critical responsibilities include thorough documentation of issue resolution, collaboration with other members of the IT Support teams throughout the organization, and as necessary, issue escalation to our IT Infrastructure Team.

• Provide excellent IT support to our organization both in‑person and remotely.
• Support a variety of technologies including but not limited to Windows 10, Windows 11, macOS clients, Microsoft Teams and One Drive, Microsoft Office (Outlook, Word, Excel, PowerPoint), local and network printers, copiers, label printers, MFA configuration and troubleshooting, mobile devices (WiFi and email client configuration), business applications such as ERP systems, and Adobe Creative Suite.
• Create and manage users in Active Directory and Office 365.
• Update drivers and apply firmware updates as part of the troubleshooting process.
• Work closely with stakeholders to identify potential problem areas and develop solutions.
• Share knowledge with other team members and document solutions to IT problems.
• Support special projects and initiatives.
• Perform on‑site troubleshooting and escalations.

• Positive attitude, patience, strong customer service mentality, and excellent verbal and written communication skills.
• Advanced problem‑solving and troubleshooting skills with a keen attention to detail.
• Skilled in supporting both Windows and Mac clients.
• Hardware support (laptops, desktops, peripherals, printers, etc.).
• Microsoft Active Directory user management.
• Imaging and disk duplication technology.
• Desire to continually learn new technologies and improve skill set.
• Comfortable in a fast‑paced environment, managing multiple issues or projects simultaneously.

• 5+ years of full‑time experience providing IT support. Experience supporting a multi‑site organization is preferred.
• Experience providing in‑person and remote support.
• Ability to work on‑site 5 days per week with occasional remote flexibility.
• Bachelor's degree in IT or related field preferred but not required.

Brook & Whittle LTD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Brook & Whittle complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Brook & Whittle expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Brook & Whittle LTD’s employees to perform their job duties may result in discipline up to and including discharge.