Sr. Desktop Support Specialist

Essential Duties

• Provide advanced desktop and end user support for Windows and macOS endpoints, Microsoft 365 applications, conferencing systems, printers, mobile devices, and workplace technologies.
• Support Service Desk incidents and problem tickets, driving issues through resolution while maintaining clear communication with end users and leadership.
• Standardize desktop configurations, deployment processes, and support procedures to improve reliability, security, and user experience.
• Support onboarding, offboarding, and employee lifecycle activities, ensuring accurate provisioning of devices, accounts, permissions, and collaboration tools.
• Document technical solutions, support procedures, asset records, and knowledge base articles to improve operational consistency and reduce recurring issues.
• Support office expansions, conference room deployments, site activations, and operational technology rollouts.
• Mentor Service Desk staff by reviewing ticket quality, sharing technical knowledge, and reinforcing customer-first support standards.
• Affiliate with inventory management, hardware standards, warranty coordination, vendor engagement, and asset lifecycle tracking.
• Affiliate with after-hours maintenance activities, executive support needs, and critical operational events as required.

Education/Training/Experience

• 3+ years of hands-on desktop support, endpoint administration, or Service Desk experience within a corporate IT environment.
• Strong expertise supporting Microsoft 365 technologies including Outlook, OneDrive, SharePoint, Entra ID/Azure AD, and endpoint authentication workflows.
• Proven experience administering Windows 11 and macOS devices, including Microsoft Intune, Autopilot, Apple Business Manager, device compliance policies, and endpoint security configurations.
• Strong troubleshooting skills across networking, VPN, wireless connectivity, printing, conferencing systems, and endpoint performance issues.
• Experience supporting executive leadership and handling high-priority incidents with professionalism, urgency, and discretion.
• Familiarity with ITSM platforms, ticket queue management, SLA tracking, and ITIL-based support processes.
• Experience documenting procedures, maintaining asset inventories, and contributing to operational standards and knowledge management.
• Ability to automate repetitive support tasks using PowerShell or similar scripting tools preferred.
• Experience supporting remote and mobile users, including VPN, MDM/mobile device enrollment, and connectivity troubleshooting across hybrid work environments.
• Strong communication and interpersonal skills with the ability to explain technical concepts clearly to non-technical users.
• Comfortable operating independently in a fast-moving environment while coordinating across different teams.