Senior Desktop Support Engineer

1 month ago

boston, United States firstPRO, Inc Full time

Job Summary

We are seeking an experienced Desktop Support Engineer to provide advanced troubleshooting and resolution support for end users within a primarily Windows-based environment. The ideal candidate will be responsible for diagnosing complex technical issues, implementing solutions, and collaborating with other IT teams to ensure optimal system performance. The Desktop Support Engineer will act as an escalation point for support teams, offering In-depth expertise.


Key Responsibilities

  • Advanced Troubleshooting: Diagnose and resolve escalated technical issues related to hardware, software, and network environments, focusing primarily on Windows-based systems.
  • User Support: Provide remote and on-site support to end users, ensuring efficient resolution of issues related to desktop systems, applications, and peripherals.
  • Escalation Point: Serve as the highest-level escalation for complex technical problems not resolved by Tier 1 and Tier 2 support teams.
  • System Administration: Administer and maintain desktop configurations, including updates, patches, and security settings on Windows systems.
  • Collaboration: Work closely with network engineers, system administrators, and other IT teams to resolve cross-functional issues.
  • Documentation: Create, maintain, and update knowledge base articles, support documentation, and troubleshooting guides for recurring issues.
  • Training and Mentorship: Provide technical guidance and training to Tier 1 and Tier 2 support teams, ensuring they are equipped with the knowledge to handle more advanced support issues.
  • Root Cause Analysis: Conduct detailed analysis to identify the root cause of recurring technical problems, developing long-term solutions to prevent future issues.
  • Project Support: Participate in or lead small-scale IT projects, such as system upgrades, migrations, and new technology rollouts.


Required Skills & Qualifications:

  • Experience: 7+ years of experience in a desktop support or technical support role.
  • Technical Proficiency:
  • Strong expertise in Windows operating systems (Windows 10/11).
  • Experience with Microsoft Office 365, Active Directory, and Windows Group Policy management.
  • Familiarity with ITSM tools (e.g., ServiceNow) for ticket management.
  • Experience in scripting languages such as PowerShell is desirable.
  • Soft Skills:
  • Strong problem-solving skills and ability to think critically.
  • Excellent communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
  • Ability to work independently and handle multiple tasks simultaneously.
  • Customer-focused mindset with a dedication to providing excellent support.


Education & Certifications:

  • Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
  • Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator, CompTIA A+, Network+) are preferred.

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