Desktop Support

Job Description Position : Senior Desktop Support Location : Dallas, TX (Onsite) Job Type : Full-Time Department : Information Technology Reports To : Help Desk Manager Position Overview The Senior Help Desk Technician provides support for users experiencing IT-related incidents and fulfilling service requests. They act as an escalation point and will be key contributors to IT-related projects. The role is customer-focused and requires a strong understanding of IT systems, problem-solving skills, and the ability to work in a fast-paced environment. Responsibilities Resolve complex IT incidents and service requests from customers in a timely and efficient manner either by phone, email, chat or in-person Log, categorize, prioritize and resolve service requests and incidents in the ITSM Diagnose and resolve technical issues related to Windows and Mac operating systems, Microsoft and SaaS applications and hardware by analyzing the root cause Act as escalation point for issues that cannot be resolved by junior technicians, ensuring a proper resolution of escalated issues Assist in training and mentoring newly hired help desk technicians Proactively identify recurring incidents for problem identification and remediation Contribute to the internal knowledge base by documenting solutions to common issues Work closely with the help desk manager to establish and reinforce help desk processes and best practices Lead or be a key contributor to IT projects and provide IT insight into business-related projects Work closely with other IT teams to resolve complex issues Maintain accurate inventory of IT assets Project assignments as requested Travel, up to 25% or as needed Must be willing to work occasional overtime or extended hours as business needs require, including urgent support issues, critical projects, executive requests, or time-sensitive deadlines. This is not expected to be a weekly occurrence, but the right candidate will be flexible, dependable, and willing to jump in when the situation calls for it. Other duties as assigned Qualifications Minimum 3-5 years of experience in a help desk or service desk role with at least 2 years in a senior or leadership position Ability to handle multiple tasks effectively, with tact, courtesy, and a high degree of customer service Work independently and effectively with minimal direction or collaboratively in a team environment Highly skilled in Active Directory, Azure, Intune, O365, Jamf, etc Proficiency in at least one scripting language (e.g., PowerShell, Python) Excellent communication skills (both written and verbal) with the ability to explain technical issues to non-technical users Education Bachelor’s Degree in Information Technology, Computer Science, or a related field (or equivalent work experience) Industry-related certifications such as ITIL v4 Foundation, A+, Network+, AZ‑900 are preferred All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr BuzzClan LLC