Sr. Desktop Support Specialist

Sr. Desktop Support SpecialistClient Technology Services is seeking a customer-focused and technically capable Walkup Desk Support Technician to provide hands-on IT support to airport employees. This position serves as a primary point of contact for employees who need assistance with computer equipment, mobile devices, software, and other technology-related issues. The ideal candidate is professional, approachable, patient, and able to troubleshoot technical problems efficiently while delivering an excellent customer experience. This role requires strong communication skills, attention to detail, and the ability to manage multiple support requests in a fast-paced environment.Key ResponsibilitiesProvide in-person technical support to employees visiting the Walkup Desk.Troubleshoot and resolve hardware, software, operating system, and connectivity issues involving Windows computers, Apple devices, iPads, printers, and related peripherals.Assist with computer setup, device configuration, software installation, imaging, and equipment deployment.Support device refresh programs, including computer and iPad replacements, data migration, and end-user setup.Manage the loaner device inventory, including laptops, iPads, badge scanners, mobile hotspots, and other peripherals. Track checkouts and returns, maintain accurate inventory records, and ensure equipment is available and ready for use.Diagnose technical issues, document troubleshooting steps, and create or update service tickets as needed.Determine when issues require escalation to Deskside Support or other IT teams and coordinate follow-up.Maintain accurate records of equipment issued, returned, replaced, or serviced.Provide clear instructions and basic technical guidance to help employees use their devices effectively.Maintain an organized Walkup Desk and ensure equipment is handled and tracked according to established procedures.Follow IT security policies, asset management standards, and departmental procedures.Assist with special projects, technology deployments, and other support activities as assigned.Required QualificationsExperience providing desktop support, help desk support, or hands-on IT troubleshooting.Working knowledge of Windows operating systems, computer hardware, and common business applications.Familiarity with troubleshooting laptops, desktops, printers, mobile devices, and related peripherals.Strong customer service and communication skills.Ability to explain technical information clearly to users with varying levels of technical knowledge.Strong organizational skills and the ability to manage multiple requests and changing priorities. Ability to work independently while collaborating effectively with a technical support team. Ability to document work accurately and follow established processes.Preferred QualificationsExperience supporting Windows 11 and Microsoft 365 applications.Experience with Apple devices, including iPads and macOS computers.Familiarity with enterprise IT ticketing systems, ServiceNow, Active Directory, Intune, or SCCM. Experience with computer imaging, device provisioning, hardware refreshes, and asset management.Experience managing loaner equipment or maintaining IT inventory.Experience working in a corporate, enterprise, or large-scale IT support environment.Key CompetenciesCustomer Service: Delivers a positive, professional, and helpful support experience.Technical Troubleshooting: Uses a structured approach to identify and resolve technical issues.Communication: Explains technical solutions clearly and sets appropriate expectations.Accountability: Takes ownership of assigned requests and follows through on outstanding issues.Teamwork: Collaborates with other technicians and contributes to team projects and shared responsibilities.Adaptability: Responds effectively to changing priorities and varying support demands.Attention to Detail: Maintains accurate ticket documentation and equipment records.