Senior Desktop Support Specialist

Senior Desktop Support Specialist

Req number:

R6924

Employment type:

Full time

Worksite flexibility:

Onsite

Who we are

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

We are looking for a motivated Senior Desktop Support Specialist ready to take us to the next level! If you have skills in Windows 11 and Microsoft 365 applications, and are looking for your next career move, apply now.

Job Description

We are looking for a Senior Desktop Support Technician to provide advanced end user support for our client's endpoint environment, including workstations, peripherals, and mobile devices. This position will be full-time contract and onsite.

What You'll Do

* Serve as the senior escalation point for complex endpoint issues and restore service quickly

* Troubleshoot and resolve workstation, mobile device, peripheral, and Microsoft 365 desktop issues using remote and on-site support

* Document and manage incidents, escalate when needed, and lead root cause analysis to reduce repeat issues

* Coordinate vendor support cases and act as the technical liaison with clear user communication

* Lead endpoint lifecycle work, including build standards, imaging, deployment, re-provisioning, and secure decommissioning

* Install and maintain operating systems and standard applications, including update readiness and recovery actions

* Administer endpoint management using Microsoft Intune, including enrollment, policies, configurations, and application deployment

* Follow endpoint security and privacy practices and coordinate with the security team for suspected compromise

* Maintain support documentation, playbooks, and knowledge articles. Mentor technicians and improve ticket quality

* Support asset and warranty controls, improve inventory accuracy, and recommend endpoint hardware and peripherals

* Provide after-hours support as scheduled, including on-call rotation and incident response when required

* Perform other duties assigned by the Desktop Support Team Lead and management

What You'll Need

Required:

* Associate degree in Information Technology or a related field, or equivalent education and experience

* Five years of progressive desktop support experience, including advanced troubleshooting and escalation support

* Strong experience supporting Windows 11 endpoints, Microsoft 365 desktop applications, remote support tools, and mobile device troubleshooting

* Hands-on experience with Microsoft Intune or a similar endpoint management platform, including enrollment, packaging, deployment, and policy support

* Working knowledge of Azure AD or Microsoft Entra , device registration, and access troubleshooting

* Working knowledge of network fundamentals and common troubleshooting steps for connectivity issues

* Strong customer service skills, including building user trust, setting expectations, and communicating clearly during incidents

* Experience documenting incidents, tracking progress, and escalating issues using standard processes

* Reliable vehicle and ability to travel to other offices across Allegheny County

Preferred:

* Experience supporting shared work spaces, call centers, conference room technology, and remote staff workflows

* Basic scripting experience, such as Power Shell, to automate repeat tasks and speed diagnostics

* Certifications such as CompTIA A+, Network+, Microsoft endpoint certifications, or ITIL Foundation

* Familiarity with Microsoft Intune and Azure AD administration concepts beyond basic use

Physical Demands

* Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

* Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move…