The Sr. Desktop Support Engineer serves as a point of contact for end users and acts as a customer-facing onsite representative of the AHEAD IT Operations team. A typical day will include responding to and troubleshooting user support incidents for endpoint hardware and software, fulfilling standard IT-related requests, and escalating issues to Tier 3 staff. Responsibilities also include provisioning and deployment of laptops and desktop applications, supporting applications, and maintaining office technology hardware.
Our ideal candidate must be a collaborative team player that is comfortable supporting a remote workforce at all levels of the organization. Applicants should possess exceptional analytical, communication and follow-up skills along with a drive to learn and emphasis on customer support.

Responsibilities

• Serve as a point of contact for users seeking technical assistance, both in-person as well as remotely
• Process and respond to incoming tickets to ensure courteous, timely, and effective resolution of incidents and requests
• Troubleshoot and determine best solutions, providing accurate, thorough, and clear communication to users
• Escalate unresolved issues to the appropriate level of the IT Operations team
• Properly record incident actions and follow-up details into the IT ticketing system
• Provide troubleshooting and technical support for Windows and macOS laptops
• Provide troubleshooting and technical support for Microsoft 365 desktop and web applications
• Provide troubleshooting and technical support for cloud applications and productivity tools
• Provide on-site support for office technology, such as copiers, printers, wireless, Audio/Video Conferencing, phones, etc.
• Assist with on-site troubleshooting and maintenance of office technology and infrastructure projects under the direction of the IT Operations team
• Assist with the creation of user accounts and setting up new users
• Assist with password resets, multi-factor authentication, and user account management
• Create and maintain user-facing knowledge management documentation on procedures, solutions, and how-to guides

Qualificiations

• 5+ years in a desktop support role
• Proficient technical support skills with Microsoft 365, laptop hardware (Windows 10, macOS) iOS and Android devices
• Experience with ServiceNow or JIRA.
• Prior exposure to remote support tools such as Bomgar
• Experience with Mobile Device Management tools, such as Intune, and endpoint security tools, such as Carbon Black
• Capable of supporting VOIP, teleconferencing systems, and communications tools such as Webex or Microsoft Teams
• Ability to troubleshoot and support infrastructure such as wireless, multi-function copiers, AV, and networking (TCP/IP, DNS, etc.)
• Technical troubleshooting and problem-solving capabilities
• Organized and able to shift tasks as priorities evolve
• Team-oriented collaborator willing to share knowledge and experience
• Solid communicator with the ability to provide professional documentation

Education

• Bachelors Degree
• Technical Certifications encouraged (Comp TIA A+, MCSE, etc.)