Senior Desktop Support Technician (San Antonio, TX)

About the role

The Senior Desktop Support Technician provides advanced technical support and serves as the primary resource for complex issues related to end-user computing environments. This role is responsible for ensuring the stability, security, and efficiency of desktop systems including hardware, software, and mobile devices.

Responsibilities

• Serve as one of the primary resources for advanced troubleshooting of technical issues, providing guidance and resolution support for Tier 1 and Tier 2 teams.
• Manage and track support requests through ServiceNow, ensuring accurate documentation and timely resolution.
• Configure, diagnose, reload, troubleshoot, and repair Windows and macOS laptops, desktops, and associated peripherals.
• Affiliate with Active Directory and Entra ID administration and user account management.
• Support and maintain Microsoft 365 applications and services, including Teams and Exchange Online.
• Some knowledge in Microsoft Intune for device enrollment, compliance policies, configuration profiles, and application deployment.
• Perform device lifecycle management, including imaging, deployment, and decommissioning of endpoints; Maintain accurate IT asset inventory and ensure compliance with organizational standards.
• Provide technical support for audio/video and Teams equipment in conference rooms.
• Develop and maintain technical documentation, including knowledge base articles and standard operating procedures.
• Participate in IT projects and on-call rotations as required.
• Process Improvement: Identify opportunities to streamline support processes and improve user experience.

Requirements

• 4+ years of experience providing technical support in a corporate environment, including advanced troubleshooting and escalation responsibilities.
• Strong knowledge of Windows 10/11, macOS, and mobile device platforms (iOS).
• Hands-on experience with Microsoft Intune and modern device management practices.
• Familiarity with Active Directory and Entra ID.
• Experience with Office 365 administration.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively in a team environment.
• Willingness to work on-site and participate in an on-call rotation.

Qualifications

• Knowledge of ITIL best practices.
• Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+.
• Experience with Microsoft security platforms such as Microsoft Defender XDR, Microsoft Sentinel, and Microsoft Purview is a plus.