Sr. Desktop Support Specialist

The Sr. Desktop Support Specialist will report to the Desktop Support Manager in the Technology Department. This role is responsible for providing employees located in our corporate office, as well as remote locations, with Level 1 and 2 support for the desktop environment including deployment of desktops and laptops and, when applicable, physical server/network equipment installation, configuration, application installation, troubleshooting, incident and request handling.

Although rare, this position is expected to be responsive after hours to both end‑user issues and emergency text alerts for critical servers and applications.

• Diagnose, research and troubleshoot computer system issues, including operating systems, hardware and software, networking, VPN, connectivity, anti‑virus and other network devices/peripherals, both remotely and on‑site
• Serve as a main point of contact for handling escalated issues and resolving more complex technical issues
• Research complex problems and work with vendors on support issues including coordination of hardware warranty repair
• Assist with management of Exchange and Active Directory environments
• Assist with management of mobile devices via Airwatch or Intune
• Assist with management of various corporate services and applications
• Own and drive implementation of new software, upgrades of existing software and procedural documentation and other projects
• Utilize strong understanding and skills in Incident and Request Management for tracking and reporting requirements
• Provide on‑call emergency services after business hours, holidays and weekends as required
• Other duties as assigned