18th April, 2025 Our client in the Buffalo, NY area is seeking a
Senior Desktop Support Technicianto join their team.
This is an on-site/ full-time/permanent position
Hourly based on experience: $65k-$72k The
Senior Desktop Support Technician position provides technical support to all associates for computers, mobile devices, associated peripherals, and networks via phone, email, or in person. This person should be a good communicator who enjoys working with people from all levels of the company.
Essential Duties and Responsibilities - Aids all Associates, including Executives, in the use of business computers and networks. Builds, installs, services, and repairs business computers and software. Create, maintain, update, deploy, and delete device management policies in Microsoft Intune and Autopilot. Connects business computers and other peripherals to existing data networks. (35%)
- Liaises with 3rd party vendors to communicate knowledge of system and network compatibility and to communicate needs; provides input regarding software and hardware purchases; provides recommendations for adoption of best-in-class tools. (20%)
- Troubleshoots and resolves more complex and time-consuming hardware and application incidents. Escalates tickets requiring additional support from a developer or 3rd party vendor. Addresses incidents using remote support tools or desktop visits. Ensures that all applications operate properly on business computers and manage customer accounts. Responsible for identifying trends in non-functioning applications. (15%)
- Deploys software updates to the desktop as approved; verifies the licensing requirements and confirms prerequisites are in place. Verifies that software installation is successful and that the software is functional. Maintains advanced knowledge of software delivery tools and assists with creating desktop standards. (15%)
- Maintains knowledge documentation, coaches and trains less-experienced technicians on issues and procedures. Researches nonstandard software requests and makes appropriate recommendations as needed. Performs daily reporting on ticketing activity and ensures that tickets are categorized correctly. (15%)
Education / Experience Requirements - Associate's degree or appropriate combination of education and related experience preferred
- 15+ years of experience in Helpdesk operations or Call Center Support for all Windows-based systems
- Expert knowledge of desktop software, Microsoft Intune, and Autopilot (Windows 10, Microsoft Office Suite, experience with ticketing software, Anti-Virus, Adobe Acrobat, Printing)
- Enterprise Office 365 in a hybrid federated deployment (Azure Active Directory Services, Exchange, SharePoint, OneDrive, Teams)
- In-depth knowledge of writing and running scripts in PowerShell
- In-depth knowledge of iOS and Android configuration
- Strong understanding of TCP/IP, DNS, and LAN/WAN
- Strong understanding of Software Development Life Cycle (SDLC)
- Strong competency in front-line PC support, including the ability to handle inbound phone requests through troubleshooting and resolution
- Ability to interact with all levels of management and staff
- Strong communication skills (written, oral, and presentation)
- Strong customer service orientation
- Must be able to work both independently and as part of a team
- Strong attention to detail to ensure issues are resolved promptly
- Ability to work on multiple assignments simultaneously
- Ability to constructively adapt to rapidly changing priorities
- Information Technology Infrastructure Library (ITIL) certification preferred or willingness to obtain within the first year of employment
- HDI Support Center Team Lead (HDI-SCTL) certification preferred
- Microsoft Exam MD-100: Windows 10 and Microsoft Exam MD-101 certification preferred
Applicants must be authorized to work in the U.S.
We are an equal-opportunity employer. We do not discriminate in hiring or employment against any individual based on race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.