Senior Desktop Support Engineer

Roles and Responsibilities

• Provide Level III technical support for Windows and macOS desktops, laptops, applications, peripherals, and mobile devices.
• Troubleshoot complex operating system, hardware, software, connectivity, and endpoint issues.
• Administer and troubleshoot Microsoft 365 and Active Directory, including user access, permissions, authentication, and account issues.
• Support Teams, Webex, and Zoom, including meeting, audio/video, connectivity, and collaboration issues.
• Manage incidents, service requests, and escalations through ServiceNow.
• Maintain accurate hardware and software inventory and support IT asset management processes.
• Troubleshoot LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and other common network connectivity issues.
• Support endpoint security and follow enterprise IT security, access control, and compliance best practices.
• Perform root-cause analysis for recurring desktop and endpoint issues and recommend improvements.
• Create and maintain technical documentation, knowledge articles, and troubleshooting procedures.
• Collaborate with infrastructure, network, security, and application teams to resolve complex incidents.
• Provide technical guidance and mentoring to junior desktop support engineers.

Required Qualifications

• 5+ years of enterprise desktop/end-user computing support experience.
• Strong Windows and macOS troubleshooting experience.
• Hands-on experience with Microsoft 365 and Active Directory.
• Experience with ServiceNow and IT asset management.
• Strong troubleshooting skills across endpoint, application, and network issues.
• Experience supporting Teams, Webex, and Zoom.
• Understanding of endpoint security and IT security best practices.
• Strong communication, customer service, and problem-solving skills.
• Ability to independently handle complex escalations and prioritize multiple incidents.

Preferred Qualifications

• Experience in a Level III or senior desktop support environment.
• ITIL or ServiceNow certification.
• Experience with endpoint management tools such as Intune, SCCM/MECM, Jamf, or similar platforms.
• Knowledge of VPN, DNS, DHCP, TCP/IP, Wi-Fi, and enterprise networking.
• Experience supporting large enterprise or highly regulated environments.

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