Desktop Support Specialist

Dashboard Senior Help Desk support role for a local MSP that is part of a larger organization. The group supports the Office 365 Stack, Azure, and related networks for customers in southern FL (West Palm Beach to Ft. Lauderdale). Some end customers are large enterprise environments. The group uses typical support tools associated with the MSP model. The group is rapidly growing, and the right person can quickly take on cutting‑edge project work in this space. This is an MSP model, so the setting involves a variety of clients with various issues. Candidates from an enterprise support model are encouraged to apply, but dexterity is important. Be able to be onsite in Boca and occasionally do onsite rack/stack projects. Some driving to end customers is expected; mileage will be reimbursed. This is a fast‑paced environment with a smaller office supported by a larger company when needed. Summary The Senior Help Desk Engineer’s role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective is to respond to support requests in a timely manner, serve as the initial reference point for all IT support tickets, and ensure end‑user satisfaction. IT Engineers must display good interpersonal skills as they interact with colleagues from various departments, executive levels, and customers daily. The Senior Help Desk Technician will possess strong problem‑solving ability, extraordinary customer service skills, multi‑tasking, and organizational skills. The Senior Help Desk Engineer works jointly with the internal team to provide escalation for incidents that require critical thinking skills and root‑cause analysis. The selected candidate will be results‑oriented, self‑motivated, energetic, professional, reliable, and a team player. Distinguishing Factors Compared to Level I and Level II roles, this position expands the technical responsibilities and operational procedures with minimal supervision. It involves working directly with customers, monitoring backups, providing advanced troubleshooting assistance, determining best practices, and fostering communication between the company and clients. The Senior Help Desk Engineer addresses customer computing needs, resolves service requests, monitors site performance and uptime, recommends process improvements, supports advanced projects, and mentors other IT Support Technicians. Key responsibilities include: Provide support of incoming requests to the service desk via telephone, web portal, or email to ensure courteous, timely, and effective resolution of end‑user issues. Provisioning and system setup for new hires using Autopilot. Prioritize incidents and service requests according to defined processes to meet SLAs. Leverage RMM and diagnostic utilities to resolve support requests. Strong understanding of PSA service desk. Perform hands‑on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Installing and configuring hardware and software components throughout various network infrastructure devices. Install, oversee, and configure endpoint protection. Advanced proficiency with Entra ID. Advanced proficiency with Intune. Advanced proficiency with Microsoft 365. Microsoft Azure cloud management and oversight. Server administration via Active Directory, File & Print services, DNS, and DHCP. Network firewall, switch, and router administration and maintenance. Preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Establish good relationships with all departments and colleagues. Ensure company safety and security standards are met. Network and server solution design and architecture. Senior Help Desk Technician Requirements College diploma or university degree in Computer Science or equivalent work experience (minimum five years). Previous Managed Services Provider experience. Advanced experience with desktop and server operating systems, including Windows 10/11, Server 2016, 2019, 2022, and Mac OS. #J-18808-Ljbffr