Sr. Desktop Support Technician

A Senior Desktop Support Technician is a pivotal role in ensuring the smooth operation and stability of an organization's IT systems.

Requirements

• Diagnose and resolve complex issues regarding hardware, software, operating systems (Windows/macOS), and mobile devices.
• Identifies, 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.
• Monitors IT support ticket system to ensure proper ticket handling.
• Communicates with customers the status of tickets and problems.
• Design and document Standard Operating Procedures (SOPs) and monitor ITSM ticketing queues (e.g., ServiceNow) to ensure SLAs are consistently met.
• Performs adds/moves/changes of computer equipment.
• Guide junior technicians, evaluate performance, and assist in departmental training.
• May be required to work weekends and overtime occasionally.

Benefits

• Equal Employment Opportunity & Other Disclosures
• Salary Range