Senior End User Support Technician

Role Overview:

The Senior End User Support Technician acts as the primary technical lead and highest escalation point for the deskside support team. While mid-level technicians focus on resolving Tier 2 issues, the Senior Technician manages complex infrastructure-level endpoint challenges, leads technical projects, and provides technical mentorship to junior staff. This role bridges the gap between end-user support and the broader Infrastructure and Security teams to ensure a secure and optimized computing environment.

Responsibilities:

Operational Mentorship & Standards

• Provide technical guidance, mentoring, and peer review for Associate and mid-level Technicians.
• Standardize documentation and develop "Gold Build" configurations for the team's knowledge base.
• Oversee the accuracy of the global asset management system and perform periodic audits.
• Collaborate with Level 1 support and infrastructure teams to streamline ticket triage and escalation workflows.

Technical Support

• Serve as the final Tier 3 escalation point for complex hardware and software issues that cannot be resolved by the broader team.
• Deliver white-glove support and high-touch service, including C-level executives.
• Lead large-scale hardware refresh programs, OS migrations, and site-wide technology deployments.
• Perform deep-dive root cause analysis for recurring technical trends and implement permanent system fixes.
• Manage and optimize automated deployment tools, including system imaging, Intune, and SCCM packaging.
• Oversee the health and security compliance of the endpoint fleet
• Manage the lifecycle and advanced configuration of conference room A/V technology to ensure meeting readiness.
• Provide hands-on support for hardware, software, peripherals, and network connectivity.
• Rare off-hours or weekends as needed

Knowledge, Skills, Education:

• 5+ years of experience in corporate Help Desk or Deskside Support.
• Advanced expertise in Windows 11, including PowerShell scripting and Group Policy (GPO).
• Deep proficiency in the Microsoft 365 environment, including Exchange Online and Entra ID (Azure AD).
• Expert knowledge of endpoint management tools such as Intune, SCCM, and Autopilot.
• Experience with VOIP/soft phones and admin consoles, call routing, and management.
• Strong understanding of advanced networking concepts, including TCP/IP, DNS, DHCP, and VLANs.
• Proven project management skills with the ability to lead cross-functional initiatives independently.
• High attention to detail and professional communication skills for executive-level interaction.
• Resourcefulness and problem-solving aptitude
• Willingness to provide occasional after-hours support for critical project cutovers or executive needs.