Desktop Support Specialist

Vaco has partnered with a global partner in the training and education industry to identify and hire a Senior Desktop Support Engineer. This role will be the primary support for their Phoenix office, and we are looking for someone with a well-rounded understanding of Windows, Mac devices, Office 365, and Teams administration. In this role, you will be tasked with providing exceptional customer service while troubleshooting and resolving complex technical issues, both remotely and onsite.

You will bring expertise in administering various technology platforms, deploying hardware and software solutions, and managing end-user technology projects. We are looking for those with strong communication skills, and the flexibility to work outside regular business hours if/when there are issues that arise.

• Handle complex technical issues that require deep expertise. Provide third-level support for escalated issues. Troubleshoot and resolve application issues that go beyond standard desktop support.
• Lead or contribute to IT projects, such as system migrations, rollouts, or major upgrades with a focus on our Endpoint Security Program.
• Close all tickets within the stated SLA and OLA's.
• Create Active Directory accounts, modify existing accounts and deactivate accounts.
• Perform minor desktop hardware repair for Windows and Apple equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Diagnose and resolve end-user network or local printer problems, Windows and Apple hardware problems, e-mail, internet, local-area network access problems and wireless network issues.
• Deliver, set up and assist in the configuration of end-user Windows and Apple desktop hardware, software and peripherals.
• Provide one-on-one end-user problem resolution over the phone or via desktop sharing software for remote personnel.
• Lead or contribute to IT projects, such as system migrations, rollouts, or major upgrades with a focus on our Endpoint Security Program.
• Identify, diagnose and resolve tier one through three problems for users of the network, personal computer software and hardware, internet, new computer technology and communicate solutions to end-users.

• 3+ years providing Deskside/Phone Support for current Windows and Apple hardware and applications.
• Installing software and hardware.
• Upgrading hardware.
• Troubleshooting and repairing personal computers in a Corporate environment.
• Mobile device troubleshooting and basic setup.
• Software management with installing, upgrading and troubleshooting.
• Power Shell, Intune, Kandji experience.
• MCP (Microsoft Certified Professional) or equivalent certifications.
• College level degree in computer related technologies preferred or equivalent experience required.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting.

The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan. Additional disclaimer:
Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied.

Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.