Sr Desktop Support

Position Summary We are seeking an experienced Desktop Support Technician to provide advanced end-user support for desktop and laptop systems, peripherals, and connectivity-related technologies. This role requires a strong technical foundation in Windows support, hardware troubleshooting, network connectivity, and customer service. The ideal candidate will be comfortable working independently, resolving complex technical issues, documenting solutions, and delivering exceptional support to end users.

Key Responsibilities Provide Tier II desktop support for desktops, laptops, mobile computing devices, and peripherals.

Diagnose and resolve complex hardware, software, operating system, and application issues with minimal supervision.

Install, configure, upgrade, and replace desktop and laptop hardware and software.

Troubleshoot network, Wi-Fi, VPN, cellular, GPS, and connectivity-related issues.

Support Windows 11 environments and ensure endpoint systems remain operational and secure.

Manage user account issues and endpoint support activities within Active Directory environments.

Troubleshoot network printing, shared resources, and access-related issues.

Document incidents, troubleshooting steps, and technical procedures within the organization's ticketing system.

Deliver high-quality customer service while supporting multiple priorities and requests simultaneously.

Collaborate with infrastructure, security, and application teams to resolve escalated issues.

Required Qualifications 4+ years of experience providing hands-on desktop support and end-user technical support.

Proven ability to independently troubleshoot and resolve:

Desktop and laptop hardware issues

Windows operating system issues

Software and application problems

Peripheral device failures

Network, Wi-Fi, cellular, and connectivity issues

Strong understanding of:

IP AddressingDHCPDNSActive Directory Computer account management

Security groups

Network shares

Network printing

Experience troubleshooting and supporting Windows 11.Strong documentation, communication, and customer service skills.

Ability to manage multiple support requests in a fast-paced environment.

Education & Certifications Candidates must possess at least one of the following:

CompTIA A+ Certification Technical support certifications such as Dell DCSE, HDI Desktop Advanced Support Technician, Microsoft MTA, or equivalent

Bachelor's degree in Information Technology or a related field with a focus on client-side support

Preferred Qualifications Experience supporting multi-factor authentication solutions such as Imprivata or similar platforms.

Experience supporting VPN technologies, including Absolute Secure, Net Motion, or Global Protect.

Knowledge of Microsoft Office 2021 and newer versions.

Experience supporting endpoint security platforms such as Cortex antivirus.

Familiarity with Bit Locker drive encryption.

Experience supporting ruggedized devices, including Dell and Panasonic laptops.

Understanding of GPS functionality and cellular-enabled laptop technologies.

Exposure to Ivanti products including ITSM, ITAM, EPM, or Neurons.

Previous IT support experience within military, public safety, or law enforcement environments.

Top Skills Desktop Support Windows 11 Troubleshooting Hardware & Software Support Active Directory Network Connectivity TroubleshootingDHCP / DNS / TCP/IPVPN Support Customer Service Ticket Documentation Endpoint Management Multi-Factor Authentication Ivanti Bit Locker Microsoft  Office Support End User Computing (EUC) Support Job Type & Location This is a Contract to Hire position based out of West Palm Beach, FL.Pay and Benefits The pay range for this position is $25.00 - $34.00/hr individual compensation offered for this position within this range will depend on many…