Sr. Desktop Support Specialist

Sr. Desktop Support Specialist

This role is an opportunity to provide high-level technical support across a distributed, remote environment while serving as a key escalation point for complex end-user technology issues. You will troubleshoot laptops, desktops, peripherals, operating systems, applications, and mobile devices across multiple platforms. The position combines hands-on support with Microsoft 365, Azure, Intune, Active Directory, endpoint security, and IT service management. You will also contribute to hardware lifecycle planning, ticket analytics, documentation, and continuous improvement of support processes. As a senior technical resource, you will mentor junior and outsourced team members and help drive consistent service delivery. You will work closely with employees and stakeholders, balancing technical expertise with strong customer service and communication. The role is well suited to an experienced support professional who enjoys solving challenging problems and taking ownership of escalated issues.

Accountabilities:

• Provide Tier I, II, and III troubleshooting for laptops, desktops, workstation hardware, peripherals, Windows operating systems, Microsoft applications, and associated end-user technologies.
• Deliver advanced remote support and resolve complex technical issues across Windows 11, macOS, iOS, Android, and enterprise applications.
• Administer and troubleshoot Microsoft 365 services, including Exchange, SharePoint, Endpoint, and Teams.
• Manage and support endpoint configuration, monitoring, security, and inventory tools across the end-user device environment.
• Support Microsoft Azure and Intune environments while maintaining working knowledge of AWS and core networking principles.
• Administer and troubleshoot Active Directory, Group Policy, user accounts, access management, and related Windows Server environments across cloud and on-premises infrastructure.
• Manage antivirus and endpoint detection and response (EDR) solutions to help maintain a secure end-user computing environment.
• Use ITSM and ticketing platforms, preferably ServiceNow, to manage incidents, identify recurring issues, analyze trends, and improve service delivery.
• Develop basic PowerShell scripts to support Active Directory, Microsoft 365 administration, and routine technical operations.
• Support enterprise-wide purchasing, planning, deployment, and distribution of laptops and other hardware while following established IT purchasing practices.
• Create and maintain technical documentation, standard operating procedures, and knowledge resources for the support team.
• Analyze ticket data and provide daily updates, reports, and actionable insights to management.
• Support audio/video conferencing equipment, printers, print services, door security systems, and other infrastructure-related end-user devices.
• Act as a technical subject matter expert for escalations, coordinating troubleshooting efforts and driving issues through to resolution.
• Train and mentor junior-level and outsourced support staff while promoting consistent technical and customer service standards.
• Communicate effectively with end users and stakeholders, including in challenging or high-pressure situations, while maintaining a customer-focused approach.

Requirements

• 7–10 years of hands-on experience in helpdesk, desktop support, or end-user computing within a professional environment.
• Bachelor's degree in Computer Science or a related field is preferred but not mandatory.
• Expert-level troubleshooting skills across desktop and laptop hardware, workstation operating systems, peripherals, and end-user applications.
• Strong experience providing advanced remote support and resolving complex end-user issues independently.
• Proficiency with Windows 11 and macOS environments, with additional experience supporting iOS and Android devices.
• Hands-on experience with Microsoft 365 administration and troubleshooting, including Exchange, SharePoint, Endpoint, and Teams.
• Solid understanding of Active Directory, user administration, access management, Group Policy, and Windows Server fundamentals.
• Working knowledge of Microsoft Azure and Intune, with basic familiarity with AWS and networking principles.
• Experience with endpoint security, antivirus, EDR, and device management technologies.
• Strong understanding of ITSM/ITIL practices and experience working with ticketing platforms, preferably ServiceNow.
• Experience troubleshooting printers, print services, conferencing equipment, and other workplace technology.
• Familiarity with remote support tools such as BeyondTrust/Bomgar.
• Basic PowerShell scripting capabilities for administration and automation tasks.
• Experience with ticket analysis, trend identification, reporting, and generating actionable service insights.
• Ability to act as a technical SME, lead escalations, perform root-cause analysis, and drive issues to resolution.
• Strong verbal and written communication skills, combined with excellent customer service and stakeholder management abilities.
• Ability to collaborate effectively, manage multiple priorities, mentor colleagues, and maintain a high standard of service in a fast-paced environment.

Benefits

• Fully remote work opportunity within India.
• Full-time position supporting a distributed technology environment.
• Opportunity to work across a broad range of enterprise technologies, including Microsoft 365, Azure, Intune, Active Directory, endpoint security, and ITSM platforms.
• Exposure to complex technical escalations and opportunities to serve as a senior subject matter expert.
• Opportunities to mentor junior and outsourced team members and contribute to support-process improvements.
• Professional development through hands-on experience with modern workplace and cloud technologies.
• Competitive compensation and employee benefits aligned with the local employment package.
• Healthcare and other employee support benefits, subject to applicable company policies and local employment terms.
• Collaborative working environment with opportunities to contribute to documentation, automation, reporting, and operational excellence.