Senior Desktop Support Technician

3 weeks ago

Washington, United States Robert Half Full time

Overview: We are seeking a talented and experienced Senior Desktop Support Technician to join our IT department. As a Senior Desktop Support Technician, you will be responsible for providing advanced technical support to end-users, resolving complex desktop hardware and software issues, and ensuring the efficient operation of our organization's desktop environment. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to lead and mentor junior technicians.


Responsibilities:

  1. Technical Support: Provide advanced technical support and troubleshooting assistance to end-users experiencing desktop hardware, software, and peripheral issues, ensuring timely resolution and minimal disruption to productivity.
  2. Problem Solving: Diagnose and resolve complex desktop-related problems, including hardware failures, software conflicts, and network connectivity issues, utilizing a systematic approach and advanced troubleshooting techniques.
  3. Escalation Management: Serve as a point of escalation for unresolved desktop support issues, collaborating with other IT teams and vendors to expedite problem resolution and minimize downtime.
  4. User Training and Guidance: Offer guidance and training to end-users on the use of desktop hardware, software applications, and IT best practices, empowering them to troubleshoot common issues independently and enhance their technical skills.
  5. Hardware and Software Maintenance: Perform routine maintenance tasks, including hardware upgrades, software installations, and security patches, to ensure the stability, performance, and security of desktop systems.
  6. Documentation and Inventory Management: Maintain accurate records of desktop hardware inventory, software licenses, support tickets, and configuration changes, ensuring comprehensive documentation of IT assets and procedures.
  7. Quality Assurance: Conduct quality assurance checks and audits of desktop systems and configurations to identify potential vulnerabilities, compliance issues, and opportunities for optimization.
  8. Team Leadership and Mentorship: Provide leadership and mentorship to junior desktop support technicians, guiding them in problem-solving techniques, best practices, and professional development opportunities.
  9. Continuous Improvement: Stay abreast of emerging technologies and industry trends in desktop support and IT service management, and recommend improvements to enhance the efficiency and effectiveness of desktop support services.
  10. Customer Service: Deliver exceptional customer service and support, maintaining a positive and professional demeanor when interacting with end-users and colleagues, and ensuring their satisfaction with IT services.


Qualifications:

  1. Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
  2. Minimum of 5 years of experience in desktop support or a related IT field, with a proven track record of resolving complex technical issues.
  3. Advanced knowledge of desktop hardware, including desktop PCs, laptops, printers, and peripherals, as well as experience with hardware diagnostics and repair.
  4. Expertise in troubleshooting desktop operating systems, including Windows, macOS, and Linux, and proficiency in configuring and managing desktop applications and utilities.
  5. Strong understanding of networking concepts, protocols, and troubleshooting methodologies, including TCP/IP, DNS, DHCP, and VPN.
  6. Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to end-users and colleagues.
  7. Leadership experience and the ability to mentor and coach junior technicians, fostering a collaborative and supportive team environment.
  8. Industry certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent certifications are desirable.

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