L2 Tech Support - Site Migrations || Desktop Management Specialist - Infrastructure Services

Desktop Management SpecialistWe are seeking a highly skilled and experienced Desktop Management Specialist to join our Infrastructure Services (IS) team. The ideal candidate will bring over 7 years of expertise in desktop management, IT support, and service delivery, demonstrating technical acumen and exceptional problem-solving abilities in a dynamic, fast-paced environment.Job Locations:Niskayuna, NYNorwich, NYPeebles, OHCincinnati, OHNewark, DEMcallen, TXMadisonville, KYKey Responsibilities:Provide break/fix support for desktops, laptops, and peripherals.Re-image devices and reinstall/configure applications as required.Troubleshoot Windows OS, hardware issues, and enterprise applications.Collaborate with third-party vendors to escalate and resolve hardware issues.Document issues and resolutions in IT service management systems (e.g., ServiceNow, Remedy).Install and configure desktops, laptops, mobile devices, peripherals, and associated software.Provide technical support for on-site and remote users, addressing queries and resolving incidents.Manage the ticket queue to ensure timely resolution in compliance with SLAs.Develop and maintain standard operating procedures (SOPs), knowledge base articles, and technical documentation.Coordinate with Level 3 support teams for enhancements, maintenance, and upgrades.Provide IT support for events, meetings, and disaster recovery scenarios.Ensure end-user support for O365, Active Directory, and related networking functionalities.Oversee application support and ensure seamless system upgrades/refreshes, maintaining configuration integrity.Support printer network setups, driver installations, and device repairs through vendor coordination.Required Skills and Experience:7+ years of experience in Desktop Management within Infrastructure Services (IS).Advanced knowledge of PC hardware, software, operating systems (Windows 10/11, Android OS, macOS), directory services, and network configurations.Proficiency in IT service management tools and familiarity with ITIL processes.Expertise in O365, Active Directory, DNS, Group Policy, and Firewall configurations.Strong troubleshooting capabilities for basic LAN/WAN issues, Wi-Fi configurations, and VOIP phones.Excellent communication and interpersonal skills for managing diverse stakeholders, including users, senior management, and vendors.Proven ability to manage incidents and problems effectively, adhering to established SLAs.Education and Certifications:Relevant technical certifications (e.g., CompTIA A+, Microsoft certifications) are highly desirable.ITIL Foundation certification preferred.Additional Information: This position requires associates to work from the assigned office location five days a week, ensuring immediate response and support for end-user technical needs.