Sr. Desktop Support Technician

About the role

A Senior Desktop Support Technician is a pivotal role in ensuring the smooth operation and stability of an organization's IT systems. They manage and resolve complex technical issues related to desktop systems, software applications, and network connectivity. This role involves providing advanced troubleshooting and support, deploying software updates, and optimizing system performance. Senior Desktop Support Technician also mentor junior team members, contribute to the development of IT policies, and work collaboratively with other technical teams to implement and maintain best practices for end-user computing environments.

Responsibilities

• Diagnose and resolve complex issues regarding hardware, software, operating systems (Windows/macOS), and mobile devices.
• Evaluates and corrects hardware, software, or operations problems.
• Makes recommendations to supervisor for future hardware and software additions or enhancements.
• Opens, assigns, and escalates support tickets based on importance and priority.
• Answers IT Support calls and resolves technical problems.
• Maintains and monitors IT support ticket system to ensure proper ticket handling.
• Communicates with customers the status of tickets and problems.
• Designs and documents Standard Operating Procedures (SOPs).
• Maintains and monitors ITSM ticketing queues (e.g., ServiceNow) to ensure Service Level Agreements (SLAs) are consistently met.
• Performs adds/moves/changes of computer equipment.
• Guides junior technicians, evaluates their performance, and assists in departmental training.
• May be required to work weekends and overtime occasionally.

Requirements

• Minimum of 3 - 5 years of experience in desktop support or a similar role.
• Excellent written and verbal communication skills.
• Excellent customer service skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Ability to conduct research into issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Familiarity with desktop imaging software, specifically InTune.
• Experience with Mac computers in a corporate environment is a plus.
• Experience with IT ticket tracking system (ServiceNow preferred).
• Knowledge of current technological developments and trends in the area of expertise.
• Demonstrated ability to handle multiple assignments with attention to detail.
• Ability to prioritize and meet deadlines consistently.
• Ability to maintain and secure sensitive/confidential information.

Qualifications

• Bachelor's degree in information technology, computer science, or related field preferred.
• 3+ years of successful Desktop Support experience.
• Candidate should have achieved or be working toward Microsoft Administration certification, Network Associate-level certification, or Information Security associate-level certification.

Benefits

ATEC is committed to providing equal employment opportunities to its employees and applicants without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender expression, or any other protected status in accordance with all applicable federal, state or local laws. Further, ATEC will make reasonable accommodations that are necessary to comply with disability discrimination laws. For roles based in the United States that require access to hospital facilities, must be eligible for and maintain credentials at all required hospitals, including meeting any applicable physical requirements or vaccination requirements (including the COVID-19 vaccine, as applicable).

Pay

$36.00 to $42.00 Full-Time hourly rate