Sr. Desktop Support Specialist

About the role

Reporting to the Manager, the Senior Service Desk Technician serves as a technical SME and escalation point, providing Tiers I, II, and III support for complex end-user issues. This role partners closely with other scopes of IT and Infrastructure teams on key initiatives, manages IT asset and inventory processes, supports procurement activities, and maintains technical documentation and knowledge bases. Additionally, the role is responsible for ticket analysis and reporting, SLA/OLA monitoring, backlog management, trend identification, and driving continuous service improvements through operational insights and performance metrics.

Responsibilities

• Extremely proficient in Tier I, II & III troubleshooting of laptop hardware/software and associated peripherals, Windows OS, Microsoft/generic applications, and basic knowledge of iOS devices.
• Office 365 administration – Exchange, SharePoint, endpoint, and Teams administration.
• Knowledge of configuring, monitoring, security, and inventory tools for end-user devices.
• Working knowledge of Microsoft Azure, Intune, and basic understanding of AWS and networking principles.
• Basic understanding of Windows Server OS and proficiency in Azure, on‑prem Active Directory and Group Policy.
• Proficient in anti‑virus/EDR management.
• High‑level knowledge of ticketing systems and identifying trends (preferably ServiceNow).
• Basic PowerShell scripting to support Active Directory, Office 365 administration, and day‑to‑day activities.
• Experienced in purchasing and planning of enterprise‑wide laptop and hardware distribution; proficient with IT purchasing practices.
• Ability to train and mentor junior level and outsourced staff.
• Ability to create documentation and SOPs for the team.
• Ability to perform ticket analytics and provide daily updates and reports to management.
• Basic understanding of audio/video conference devices, printers, and other infrastructure‑supporting devices such as door security systems.
• Excellent communication skills with ability