Desktop Support

Position: Senior Desktop Support

Location- Dallas TX (Onsite)

Job Type- Full-Time

Department: Information Technology

Reports To: Help Desk Manager

Job Description

Position Overview: 

Core Job Title: Senior Desktop Support - The Senior Help Desk Technician provides support for users experiencing IT-related Incidents and fulfilling Service Requests. They act as an escalation point and will be key contributors to IT-related projects. The role is customer-focused and requires a strong understanding of IT systems problem-solving skills and the ability to work in a fast-paced environment.

Responsibilities: 

• Resolve complex IT Incidents and Service Requests from customers in a timely and efficient manner either by phone email chat or in-person
• Log categorize prioritize and resolve Service Requests and Incidents in the ITSM
• Diagnose and resolve technical issues related to Windows and Mac Operating Systems Microsoft and SaaS applications and hardware by analyzing the root cause
• Act as escalation point for issues that cannot be resolved by junior technicians ensuring a proper resolution of escalated issues
• Assist in training and mentoring newly hired Help Desk technicians
• Proactively identify recurring Incidents for Problem Identification and remediation
• Contribute to the internal knowledge base by documenting solutions to common issues
• Work closely with the Help Desk Manager to establish and reinforce Help Desk processes and best practices
• Lead or be a key contributor to IT projects and provide IT insight into business-related projects
• Work closely with other IT teams to resolve complex issues
• Maintain accurate inventory of IT assets
• Project assignments as requested
• travel up to 25% or as needed
• Must be willing to work occasional overtime or extended hours as business needs require including urgent support issues critical projects executive requests or time-sensitive deadlines.
  • This is not expected to be a weekly occurrence but the right candidate will be flexible dependable and willing to jump in when the situation calls for it.
• Other duties as assigned

Qualifications :

Qualifications

• Minimum 3-5 years of experience in a Help Desk or Service Desk role with at least 2 years in a Senior or leadership position
• Ability to handle multiple tasks effectively with tact courtesy and a high degree of customer service.
• Work independently and effectively with minimal direction or collaboratively in a team environment
• Highly skilled in Active Directory Azure InTune O365 JamF etc
• Proficiency in at least one scripting language (e.g. PowerShell Python)
• Excellent communication skills (both written and verbal) with the ability to explain technical issues to non-technical users

Education:

• Bachelors Degree in Information Technology Computer Science or a related field (or equivalent work experience)
• Industry-related certifications such as ITIL v4 Foundation A Network AZ-900 are preferred

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Contract