Senior Desktop Support Engineer

Job Summary

We are seeking an experienced Desktop Support / Technology Support Specialist to deliver high-touch, "white-glove" IT support in our Radnor, PA office. In this role, you will act as a trusted technology partner to business professionals, senior leaders, and executives. You will take complete ownership of end-user computing, endpoint management, hardware lifecycle programs, and AV/conference room setup for critical corporate events.

Location: Wayne, Pennsylvania. Job type: Contract. Salary: $36 - $46 per hour. Work hours: 8am to 5pm. Education: Bachelors.

Responsibilities

• Support all aspects of the end-user computing platform and technology service delivery for business professionals.
• Advance and enhance a high-touch support model designed to provide an exceptional end-user experience.
• Provide white-glove desktop and technology support to business users, executives, and office staff.
• Employ strong problem-solving skills to quickly resolve technology issues that arise as part of day-to-day business operations.
• Support desktop hardware, software, mobile devices, peripherals, collaboration technologies, and conference room systems.
• Manage and support device refresh programs, hardware deployments, upgrades, replacements, and end-of-lease activities.
• Maintain accurate hardware asset inventories and tracking records for technology assets.
• Support and administer endpoint technologies, including modern device management platforms such as Microsoft Intune.
• Support conference room technology, including Teams Rooms, Cisco, Webex, Crestron, audiovisual equipment, and presentation systems.
• Provide hands-on support for executive meetings, client meetings, town halls, and other critical business events.
• Drive issue prevention by employing root-cause analysis, issue tracking, trend analysis, and status reporting.
• Follow ITIL-based support processes for incident, request, and problem management while ensuring outstanding customer communication.
• Take ownership of escalations with vendors, ensuring appropriate urgency, follow-up, and resolution.
• Coordinate maintenance, repairs, moves, equipment exchanges, and deployments with internal teams and external vendors.
• Support office conference rooms, including troubleshooting issues, coordinating maintenance, and working closely with conference room support and unified communications teams.
• Partner closely with infrastructure, engineering, application support, and operations teams to ensure a seamless technology experience for business users.
• Contribute to continuous improvement initiatives focused on enhancing support processes, service delivery, and user satisfaction.

Qualifications

• 5-7 years of hands-on desktop support, end-user computing, and conference room technology support experience in a professional corporate environment.
• Exceptional interpersonal, communication, and customer service skills with the ability to build trusted relationships and provide high-touch, white-glove support to business users and senior leadership.
• Strong knowledge of Microsoft Windows operating systems, Microsoft 365 applications, including Outlook, Teams, and Office productivity tools.
• Experience supporting modern endpoint management solutions, including Microsoft Intune and mobile device management technologies.
• Experience managing device refresh programs, hardware deployments, asset lifecycle management, and end-of-lease activities.
• Strong understanding of hardware asset tracking and inventory management processes.
• Experience supporting and troubleshooting SIP-enabled conference rooms, audio/video systems, and collaboration technologies.
• Hands-on experience supporting Microsoft Teams Rooms, Cisco, Webex, Crestron, and other unified communications technologies.
• Experience setting up and supporting executive meetings, board meetings, town halls, and other critical business events, including presentation support, video conferencing, microphones, and audiovisual equipment.
• Experience providing white-glove executive support in a fast-paced, service-oriented environment.
• Experience working within an ITIL-based support organization, including incident, request, and problem management processes.
• Working knowledge of ServiceNow or a similar IT Service Management (ITSM) platform.
• Ability to troubleshoot and resolve complex technical issues with a strong sense of ownership, urgency, accountability, and attention to detail.
• Experience partnering with vendors and technology providers to resolve hardware, software, and infrastructure-related issues.
• Must be available to work 5 days per week onsite in the Radnor, PA office.
• Support coverage will generally be 8:00 AM - 5:00 PM or 8:30 AM - 5:30 PM, with flexibility to support critical business events and executive meetings when necessary.

Skills

• Cisco, Webex, Crestron
• Desktop hardware, desktop support, endpoint management, device management
• Microsoft Windows operating systems, Microsoft 365 applications, Outlook, Microsoft Teams, Office productivity tools
• Microsoft Intune, mobile device management, mobile devices
• ServiceNow, IT Service Management (ITSM), ITIL, incident management, problem management
• Asset lifecycle management, asset tracking, inventory management processes
• Conference room technology, unified communications, audiovisual systems, presentation support
• Executive support, executive communication, business events
• Issue tracking, issue resolution, root-cause analysis, trend analysis, diagnosis
• Communication, customer service, customer service skills, customer communication, user satisfaction
• Problem-solving skills, troubleshooting, technical knowledge, attention to detail
• Ownership, accountability, urgency, professionalism, service-oriented
• Vendor coordination, project coordination, maintenance, repairs
• Infrastructure, application support, service delivery, continuous improvement
• Building trusted relationships, leadership, business operations