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. They manage and resolve complex technical issues related to desktop systems, software applications, and network connectivity. This role involves providing advanced troubleshooting and support, deploying software updates, and optimizing system performance. Senior Desktop Support Technician also mentor junior team members, contribute to the development of IT policies, and work collaboratively with other technical teams to implement and maintain best practices for end-user computing environments.

Essential Duties and Responsibilities

• 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.