Senior Desktop Support Specialist

3 weeks ago


Étreux, Hauts-de-France, United States firstPRO, Inc Full time

Job Overview

At firstPRO, Inc, we are seeking a highly skilled Desktop Support Engineer to join our team. This role requires a strong background in Windows operating systems, with expertise in troubleshooting and resolving complex technical issues.

Key Responsibilities

  • Technical Support: Provide advanced technical support to end users, focusing on Windows-based systems, hardware, software, and network environments.
  • 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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