Senior Desktop Support Specialist

Job Summary

The Senior Desktop Support Specialist will serve as the primary Level 2 (L2) Desktop Support resource for an assigned client, acting as the single point of contact for end-user support activities. This role will work closely with the client’s Director of IT, owning desktop support operations with a high level of autonomy and accountability.

Responsibilities

• Act as the primary and single point of contact for desktop and end-user support for the assigned client.
• Provide L2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve complex issues related to hardware, software, and operating systems.
• Deliver remote support using approved remote access tools.
• Troubleshoot advanced connectivity issues, including LAN, Wi-Fi, VPN, and authentication-related problems.
• Provide support for identity and access management systems, including SSO and MFA.
• Work directly under the guidance of the Client’s Director of IT.
• Manage onboarding, role changes, and offboarding processes from an IT perspective.
• Maintain endpoint security, antivirus, and patching standards.
• Ensure high levels of customer satisfaction and service quality.

Operations & Documentation

• Develop, maintain, and enforce desktop support SOPs.
• Maintain accurate IT asset inventories.
• Cook up with vendors for hardware warranties, repairs, and replacements.
• Monitor desktop environment performance and recommend improvements.

Projects & Special Activities

• Lead endpoint re-imaging, repurposing, and disposal activities.
• Support audiovisual and conferencing setups as needed.
• Participate in technology improvements and client-driven initiatives.
• Proactively identify risks, gaps, and improvement opportunities within the client environment.

Skills And Experience

• Fluency in English (oral and written; B2+ or above).
• Minimum 3–5 years of technical support experience, including escalation and resolution of complex issues.
• Proven experience working as a Level 2 (L2) Desktop Support resource.
• Ability to work independently as the sole support resource assigned to a client.
• Strong knowledge of the ITIL framework and IT best practices.
• Intermediate to advanced networking skills.
• Advanced knowledge of hardware troubleshooting and maintenance.
• Proficiency with on-premises Active Directory administration.
• Experience supporting Mac and Windows environments.
• Flexibility to adjust work schedules to meet client needs.
• High school diploma required; Bachelor’s degree or relevant certifications are a plus.
• Excellent communication, interpersonal, and customer service skills.
• Experience using IT ticketing systems for incident and request tracking.