Desktop Support Specialist
2 weeks ago
Our client is known for crafting one of the most strategic, process-driven logistics solutions that have changed the standards in multiple marketplaces. With a nationwide footprint, they leverage their network to deliver quality and reliable services and put a strong emphasis on continuous growth.
We are seeking a highly skilled and service-oriented Desktop Support Technician II to join our team. This role focuses on delivering premium, white-glove technical support for high-profile users within the organization. The ideal candidate will demonstrate technical expertise, a commitment to exceptional customer service, and alignment with the company’s core values. The role involves troubleshooting and resolving issues with Windows 11 systems, Microsoft 365 Suite, desktop software, and VPN connectivity.
Position Summary:
- Diagnose and resolve workstation issues and service tasks, addressing trouble tickets with efficiency.
- Maintain IT system performance and availability standards by implementing effective technical solutions.
- Provide technical support for IT systems implementation and maintenance.
- Offer after-hours support on an as-needed basis.
- Serve as an escalation point for the Service Desk Team regarding enterprise system issues.
- Attend weekly meetings and provide detailed status reports.
- Support and maintain Windows workstations and audiovisual (AV) equipment.
- Manage and support Windows Active Directory, Azure, Intune, and related tools, including user account and security group administration.
- Deploy applications and updates using Intune.
- Provide asset management by ensuring assets are properly tracked, maintained, and utilized effectively.
- Ensure compliance with security policies and assist with remediations.
- Identify trends and proactively address potential issues before user impact.
- Troubleshoot SharePoint issues and provide user training for basic "how-to" questions.
- Document processes, knowledge base entries, SOPs, and job aids for team use.
- Crosstrain to support additional technical tasks as needed.
- Provide high-quality, personalized support for senior staff and high-profile users.
- Collaborate with Tier 3 and product managers to resolve escalated issues.
- Continuously review technical support processes for improvement.
Minimum Experience:
- A minimum of 3 years of experience in a Tier 2 technical support role.
- Proficiency in Windows 10 and 11 administration, including configuration and security.
- Strong knowledge of Microsoft 365 administration (e.g., OneDrive, Exchange, Teams, SharePoint).
- Familiarity with scripting and PowerShell is a plus.
- Experience using SolarWinds or similar incident management tools.
- Knowledge of Azure, Intune, antivirus, and security deployment tools.
- Expertise in remote desktop tools and VPN technologies.
- Exceptional verbal and written communication skills.
- Ability to manage multiple projects, meet deadlines, and adapt to changing priorities.
MMD Services Inc. is an equal opportunity employer. All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws.
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