Senior Desktop Support Tech

The SR. DESKTOP TECHNICIAN applies an in-depth working knowledge of information technology products and services to assignments and assists more experienced staff in the application of technical concepts, practices and procedures. Support includes specifications, installation and testing of computer systems and peripherals within established guidelines and ability to complete application project-based work.

PRIMARY RESPONSIBILITIES

- Installs, configures, and troubleshoots desktop PC, laptops PC, Mac laptops and associated peripherals for internal customers.
- Performs desktop and laptop system deployments including hardware and software configuration primarily on Lenovo laptops and Apple computers.
- Performs computer imaging, configuration, profile migration and software deployment using various desktop deployment tools.
- Develops and documents standard operating procedures for all such processes.
- Ensures the customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional/technical standards.
- Briefs customers as well as management on the status of current resolution efforts and attends daily/weekly meetings.
- Serves as technical advisor, providing front telephone, remote desktop, and onsite desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel.
- Acts as a final level tiered support for PC support staff in resolving end user issues. Works closely with all IT support personnel and related technical areas to resolve end-user problems.
- Initiates tracking and reporting of issues, as well as recommends means for system improvement including procedural steps, increased training, and enhanced documentation.
- Serves as a mentor to lower level PC technicians providing guidance during the troubleshooting process, training on new products and assistance in the development of their skills.
- Maintains daily tickets and reports to ensure the highest service levels are maintained.
- Provides Support for VIPs and other high-profile users.
- Takes ownership of priority 1 and priority 2 problems that impact the entire organization or department and performs root cause analysis.
- Performs other IT job related tasks as assigned by IT Management.
- Acts as Technical Subject Matter Expert for all desktop applications.

KEY COMPETENCIES

- Positive attitude, highly motivated
- Strong oral and written communication skills
- Learning skills
- Customer service orientation
- Adaptability
- Strong work tasks organization, attention to details and multi-tasking skills
- Stress tolerance
- Strong demonstrated analytical and creative problem solving skills

KNOWLEDGE AND SKILL REQUIREMENTS

- 10+ years of related experience and training
- A+ certified
- Microsoft MCP Certified a plus
- Advanced knowledge of installation and operation of relevant software, hardware and other equipment
- Knowledge of relevant call tracking applications
- Knowledge and experience of customer service practices