Vaco has partnered with a global partner in the training and education industry to identify and hire a Senior Desktop Support Engineer. This role will be the primary support for their Phoenix office, and we are looking for someone with a well-rounded understanding of Windows, Mac devices, Office 365, and Teams administration. In this role, you will be tasked with providing exceptional customer service while troubleshooting and resolving complex technical issues, both remotely and on-site. You will bring expertise in administering various technology platforms, deploying hardware and software solutions, and managing end-user technology projects. We are looking for those with strong communication skills, and the flexibility to work outside regular business hours if/when there are issues that arise. This is an urgent role, and we are looking to begin interviews immediately with a target start date in mid-April
Core Responsibilities: - Handle complex technical issues that require deep expertise. Provide third-level support for escalated issues. Troubleshoots and resolves application issues that go beyond standard desktop support.
- Lead or contribute to IT projects, such as system migrations, rollouts, or major upgrades with a focus on our Endpoint Security Program.
- Close all tickets within the stated SLA and OLA's.
- Create Active Directory accounts, modify existing accounts and deactivate accounts.
- Perform minor desktop hardware repair for Windows and Apple equipment and peripherals that are not covered by third-party vendor maintenance agreements
- Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
- Diagnose and resolve end-user network or local printer problems, Window and Apple hardware problems, e-mail, internet, local-area network access problems and wireless network issues.
- Deliver, set up and assist in the configuration of end-user Windows and Apple desktop hardware, software and peripherals.
- Provide one-on-one end-user problem resolution over the phone or via desktop sharing software for remote personnel.
- Lead or contribute to IT projects, such as system migrations, rollouts, or major upgrades with a focus on our Endpoint Security Program.
- Identify, diagnose and resolve tier one through three problems for users of the network, personal computer software and hardware, internet, new computer technology and communicates solutions to end-users.
Experience needed: - 3+ years providing Deskside\Phone Support for current Windows and Apple hardware and applications.
- Installing software and hardware
- Upgrading hardware
- Troubleshooting and repairing personal computers in a Corporate environment.
- Mobile device troubleshooting and basic setup
- Software management with installing, upgrading and troubleshooting
- PowerShell, Intune, Kandji experience
- MCP (Microsoft Certified Professional) or equivalent certifications
- College level degree in computer related technologies preferred or equivalent experience required