Senior IT Customer Support Analyst, Desktop Support
Job in
Washington, District of Columbia, 20022, USA
Listed on 2026-08-02
Listing for:
Jobtailor
Full Time
position Listed on 2026-08-02
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, Desktop Support, Technical Support
Job Description & How to Apply Below
- Provide advanced technical support and operational leadership across a complex enterprise computing environment
- Serve as a senior escalation resource for desktop, endpoint, and end-user support services
- Help ensure the timely resolution of incidents and service requests in accordance with established service level objectives
- Leverage expertise in Microsoft Windows, Microsoft 365, collaboration technologies, endpoint hardware, and enterprise support processes
- Provide leadership, mentoring, and technical direction to support personnel across multiple offices and project locations
- Drive continuous improvement initiatives, support operational reporting, and contribute to the strategic direction of Tier 2 support services
- Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience
- 5+ years of enterprise desktop support experience
- Experience providing Tier 2 or Tier 3 desktop support within a Microsoft-based environment
- Experience leading, mentoring, or directing the work of other technical support professionals
- Advanced knowledge of desktop support operations, service management processes, and enterprise IT environments
- Strong troubleshooting skills across Windows operating systems, Microsoft 365, endpoint technologies, and hardware platforms
- Experience troubleshooting and supporting Apple Mac Book devices and macOS operating systems
- Experience troubleshooting enterprise network printing environments, including network-connected printers, print servers, print management solutions, and printer connectivity issues
Demonstrates advanced technical support capabilities in enterprise computing environments, with a strong focus on Microsoft Windows, Microsoft 365, and endpoint technologies. Provides leadership and mentoring to support personnel while driving continuous improvement in service management processes.
Highest-signal resume keywords- Enterprise Desktop Support Experience
- Microsoft Windows Troubleshooting
- Microsoft 365 Expertise
- Leadership and Mentoring
- Apple Mac Book Support
- Desktop Support Operations
- Service Management Processes
- Troubleshooting Windows Operating Systems
- Troubleshooting macOS
- Endpoint Hardware Support
- Network Printing Troubleshooting
- Print Management Solutions
- Incident Resolution
- Service Level Objectives
- Technical Direction
- Operational Leadership
- Mentoring
- Collaboration
- Bachelor's Degree in Information Technology
- Bachelor's Degree in Computer Science
- Bachelor's Degree in Information Systems
- Bachelor's Degree in Engineering
- Enterprise IT Environment
- Tier 2 Support
- Tier 3 Support
- Technical Support Professionals
- Continuous Improvement Initiatives
- Microsoft 365
- Windows Operating Systems
- Apple Mac Book
- Network-Connected Printers
- Print Servers
Position Requirements
10+ Years
work experience
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