Senior Desktop Support

Location:

Rockland, MA

We are seeking an experienced Senior Deskside & Server Support Engineer to join our managed services team. This high‑visibility role combines hands‑on deskside support excellence with server and infrastructure management in a regulated banking environment.

• Serve as Tier 3 Escalation Point – the senior‑most on‑site escalation resource for complex hardware, software, and operating system issues across the client environment.
• Provide VIP / White‑Glove Support – deliver premium, concierge‑level technical support to bank executives, branch leadership, and high‑profile stakeholders with urgency, discretion, and minimal business disruption.
• OS Deployment & Imaging – build, configure, and maintain standardized workstation images across Windows and macOS environments using enterprise deployment tools (e.g., SCCM/Intune, Jamf).
• Hardware Lifecycle Management – own the end‑to‑end lifecycle of endpoint devices – from procurement and provisioning through deployment, refresh, and secure disposal in compliance with banking regulatory and data security standards.
• Branch & Remote Support – provide reliable deskside support across client corporate offices and branch locations, ensuring consistent service delivery and SLA adherence.
• Server Administration – maintain, monitor, and troubleshoot on‑premises physical and virtual server environments running Hyper‑V and/or VMware vSphere platforms.
• Identity & Access Management – administer Active Directory, Azure AD / Entra , Group Policy Objects (GPOs), and Microsoft 365 tenant configurations, ensuring secure and compliant user access aligned with banking security policies.
• Network & Storage Operations – diagnose and resolve issues related to local network switches, structured cabling/patching, firewalls, and enterprise storage systems (NAS/SAN).
• Backup & Disaster Recovery – monitor and validate system backup jobs, maintain recovery documentation, and execute routine disaster recovery (DR) tests to ensure business continuity readiness.
• Patch & Vulnerability Management – coordinate and apply OS and application patches on servers and endpoints in alignment with the bank’s change management and security compliance requirements.
• Asset Accuracy – maintain absolute data integrity within the ITAM/CMDB system for all hardware assets, server components, and software licenses across all client locations.
• Mentorship & Team Development – coach, train, and elevate Tier 1 and Tier 2 service desk technicians through hands‑on guidance, shadowing, and structured skill development.
• Documentation & Standards – author and maintain internal Knowledge Base (KB) articles, SOPs, network topology diagrams, and runbooks to drive operational consistency and audit readiness.
• Client Communication – serve as a trusted technical point of contact for client stakeholders, providing clear updates, root‑cause analysis, and proactive recommendations.