Senior Desktop Support Specialist
3 weeks ago
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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