Senior IT Support Specialist, Desktop Services

Description

Diagnose, troubleshoot, and resolve hardware, software, and network issues with minimal supervision
Manage daily workload by addressing incoming tickets in ServiceNow and assisting end users through physical walk-ins.
Provide hands-on guidance to end users while resolving issues
Conduct root cause analysis and confirm resolution through testing and follow-up
Provision, image, and configure systems for new hires, contractors, and interns
Perform full-cycle desktop support including OS deployments, software upgrades, configurations, and data migrations for Windows, macOS, and Linux systems
Manage and troubleshoot enterprise printers, scanners, and multifunction devices
Create, manage, and audit Active Directory and LDAP accounts, groups, and permissions
Assist with server, network, and storage administration tasks as needed
Document solutions in the IT knowledge base with clear, accurate, and technically detailed entries
Maintain an accurate, audit-ready inventory of hardware, software, and licenses
Procure, track, and maintain hardware and software assets to meet stocking requirements
Collaborate with other Enterprise IT teams to implement best practices and maintain compliance standards
Participate in scheduled off-hours support for critical incidents

Minimum Qualifications

• Minimum 5 years of enterprise IT support experience in a multi-platform environment
• Ability to obtain a security clearance (active clearance desired)
• Minimum High School Diploma or equivalent
• Advanced proficiency with Windows 10/11, macOS, and major Linux distributions
• Strong knowledge of enterprise software including Microsoft 365, VMware, and engineering/scientific tools such as Matlab
• Strong knowledge of Active Directory administration including Group Policy and delegated permissions

Preferred Qualifications

• Certifications such as CompTIA Security+, Network+, Linux+, or equivalent professional credentials
• Proven ability to work independently, manage multiple priorities, and succeed in fast-paced, rapidly changing environments with minimal supervision
• Strong analytical, and diagnostic skills
• Consistent record of delivering high-quality customer service and building strong user relationships

Pay Information

Full-Time Salary Range: $82,000 - $103,000