Senior Desktop Support

Responsibilities:

Resolve and Diagnose: Face the tech troubles head-on. Use service platforms, emails, instant messaging, voice calls, and in person. 

Field Operations: Fix the tech. Do it remotely or on-site. Use solid diagnostic strategies.

Tech Rollouts: Help set up new hardware and software. Handle upgrades and changes.

Client Relationship Management: Treat every customer like a VIP. Online or face-to-face.

Proactive Engagement: See the tech issues before they happen. Act fast.

Client Follow-Up: Make sure tech needs are met. Ensure solutions work.

Knowledge Sharing: Build a library of tech solutions. Share it with clients and the team.

Issue Documentation: Record every tech case in our service platform.

Innovation and Testing: Find challenges. Develop and test new solutions. Improve processes.

Project Leadership: Lead tech projects. Migrate systems, roll out hardware, integrate new solutions.

Qualifications:

- Experience in advanced desktop engineering. Strong problem-solving skills.

- Excellent client service. Strong communication and engagement skills.

- Sharp listening and diagnostic abilities.

- Clear communication with users. Set expectations.

- Skilled in resolving issues with meeting spaces, virtual conferencing, and communication systems.

- Familiar with Windows 10, Active Directory, DNS, DHCP.

- Proficient in VDI, imaging workstations, hardware troubleshooting.

- Manage mobile tech challenges: MDM, MFA, VPN, remote access.

- Comfortable with Microsoft Office. Experience with O365/Azure is a plus.

- Experience with a service management platform (e.g., ServiceNow, Remedy, Jira).

- Quick, efficient problem resolution. In-person and remote.

- End-user-centric approach. Top-tier client support skills.