Senior Desktop Support Engineer

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 :

Education

Skills Required

Servicenow, Microsoft 365, Macos, Mobile Device Management, Windows 10