Senior Desktop Support Engineer

We are seeking an Expert IT Support Specialist to join a Client Services team responsible for providing advanced technical support across a large enterprise environment.

This person will evaluate and resolve IT incidents and service requests, prioritize issues based on business impact, and take ownership of technical problems through resolution. The role will work directly with end users while partnering with Service Desk, application development, infrastructure, network, and data center teams.

The ideal candidate has strong hands-on experience supporting desktops, laptops, software, peripherals, printers, user accounts, networking, and enterprise applications. This person should be comfortable troubleshooting complex issues, imaging and deploying computers, migrating user profiles and data, and supporting application and network-related problems.

Key Responsibilities:

• Troubleshoot and resolve complex hardware, software, peripheral, application, and network issues.
• Manage and document incidents and service requests through ServiceNow.
• Image, configure, and deploy computers and required software.
• Install and configure local and network printers and other peripherals.
• Migrate user data and profiles during computer replacements and upgrades.
• Support account creation and modification across Active Directory, email, Citrix, and other enterprise systems.
• Partner with application development teams to troubleshoot application issues and provide detailed technical findings.
• Work with network and infrastructure teams to diagnose connectivity and hardware-related problems.
• Maintain clear communication with users regarding issue status and resolution.
• Document technical processes and field support procedures.
• Research emerging technology and recommend solutions for recurring or future technical issues.
• Serve as a technical resource for other support technicians when troubleshooting complex problems.

Required Skills & Experience:

• 7+ years of hands-on IT support experience across computer hardware, software, peripherals, networking protocols, and communications.
• 7+ years of experience imaging and deploying computers and installing required software.
• 7+ years of experience installing and configuring local/network printers and other peripherals.
• 7+ years of experience migrating user data and profiles and documenting technical support procedures.
• Working experience with ServiceNow for incident and service request tracking.
• Strong troubleshooting skills across desktop, application, networking, and enterprise environments.
• Experience supporting Active Directory, email, Citrix, or similar enterprise systems preferred.