Desktop Support II

About the role

At SSR, we are a leading engineering design, consulting, and planning firm dedicated to innovative solutions for facility and infrastructure challenges. Our collaborative approach fosters lasting partnerships with clients and communities, emphasizing a high-performance culture and a people-first ethos.

Responsibilities

• Tackle tough tickets in multi-office Windows environments
• Mentor Desktop Support I teammates
• Keep people productive through responsive, brand-forward service
• Configure, install, update, and maintain local area network software and hardware across multiple offices
• Provide Tier I/II helpdesk support for Windows Active Directory, Outlook, Microsoft Office, VoIP, TCP/IP, and remote access/VPN
• Monitor systems and escalate warnings/alerts to appropriate team members for timely resolution
• Verify and maintain iHelp tickets in the company ticketing system; document troubleshooting steps and outcomes
• Respond promptly to user needs and questions related to software, hardware, and network operations; deliver user training as needed
• Support software such as Microsoft Office, Windows Server/Windows Professional, and security tools; assist with application enhancements
• Support hardware including servers, laptops/desktops, video conferencing systems, mobile devices, plotters, and unified messaging
• Set up, configure, and troubleshoot company tablets and cell phones; assist with MDM enrollments and policy compliance
• Analyze user requirements, procedures, and problems to improve systems and workflows; research and recommend commercial software
• Perform backup data retrieval as needed; maintain organized network and workstation information
• Train and assist Desktop Support I colleagues; serve as a go-to resource for complex tickets and field escalations
• Perform other duties as assigned to support reliable IT operations and a positive end-user experience

Requirements

• Associates degree or equivalent experience
• 5 years of IT Helpdesk or Desktop Support experience
• A+ / NET + Certification
• MCSE Certification or training preferred but not required

Preferred Qualifications

• Thorough knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with the internet
• Knowledge of Windows OS installation and software deployment; experience loading device drivers and configuring stable systems
• Ability to research and troubleshoot computer errors (including blue screens); general understanding of DNS, DHCP, file share structures, and IP networking
• Customer focus with clear written and verbal communication; strong interpersonal collaboration and technical writing skills
• Detail orientation, judgment/decision-making, and organization to orchestrate multiple activities and meet SLAs
• Experience supporting a broad set of hardware: laptops/desktops, servers, video conferencing, mobile devices, plotters, and unified messaging

What We Offer

• 100% Employee-Owned – Ownership from day one with immediate ESOP vesting
• Retirement Savings – 401(k) with immediate vesting and a generous company match
• Health & Wellness – Medical, dental, and vision coverage, plus company-funded HSA contributions for HDHP plans
• Company-Paid Protection – Life insurance, AD&D, and short and long term disability at no cost to you
• Work-Life Balance – Flexible schedules, paid parental leave, generous PTO, and paid company holidays
• Career Growth – Tuition reimbursement and ongoing professional development support