Senior Desktop Support Technician

Summary/Objective

Reporting to the IT Director of Infrastructure, the Senior Desktop Support Technician is responsible for delivering exceptional technical support, resolving hardware and software issues, and enhancing end-user experiences across the organization. This role collaborates closely with the IT team to ensure seamless technology operations and supports a dynamic, fast-paced work environment.

Essential Functions

1. Promptly address and resolve end-user service requests via ticketing systems, email, or in-person support.
2. Diagnose and troubleshoot issues related to desktop hardware, operating systems, business applications, and network connectivity to ensure minimal downtime.
3. Configure, maintain, and troubleshoot audio-visual systems for meetings, presentations, and virtual collaboration.
4. Install, update, and patch software/applications to maintain system security and compliance.
5. Create and maintain clear, detailed documentation for processes, procedures, and technical resolutions to support team efficiency and knowledge sharing.
6. Manage hardware and software inventories, ensuring accurate tracking and timely updates to support organizational needs.
7. Provide remote and on-site support, including escalation to higher-tier IT team members for unresolved issues.

Responsibilities and Duties

1. Serve as a technical lead for desktop support initiatives, including hardware and software rollouts and system upgrades.
2. Mentor and train junior IT staff to enhance team capabilities.
3. Contribute to the development of IT policies, procedures, and best practices.
4. Achieve and maintain SLA targets, such as time to respond and time to resolve
5. Ensure high user satisfaction through timely and effective support
6. Monitor and respond to IT ticketing system alerts.
7. Configure and manage user profiles, ensuring secure and efficient access to systems and applications.
8. Assist in onboarding new employees by setting up workstations, accounts, and providing initial technology training.
9. Conduct routine maintenance and updates for hardware and software to optimize performance and security.
10. Configure, deploy, and support laptops, thin clients, docking stations, and peripherals to meet user needs.
11. Research emerging technologies and solutions to support IT initiatives and improve operational efficiency.
12. Guide users through setup and troubleshooting of multi-factor authentication to enhance security protocols.
13. Provide user training and create resources to empower employees in using technology effectively.
14. Collaborate with IT security teams to implement and maintain endpoint protection measures, such as antivirus software and encryption.

This job description is not designed to cover or contain a comprehensive listing of essential functions or responsibilities that are required of the employee for this job. Essential functions and responsibilities and activities may change at any time with or without notice.

Education and Experience

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent experience considered.
• Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator are preferred
• Demonstrated ability to lead cross-functional IT projects and collaborate with other IT teams.
• Exceptional customer service skills with a focus on delivering a positive end-user experience.
• Experience with Windows 11, Microsoft Office, and other common applications
• Experience with desktop/laptop and peripheral hardware
• Experience with IT ticketing, incident, change, project, and asset management tools
• Proficiency with cloud-based platforms such as Microsoft 365 and Azure
• Self-motivated problem solver with a passion for learning and adopting new technologies.
• Strong ability to interpret technical documentation and apply resources to resolve complex issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
• Proven ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.

Travel

No travel is required for this position.

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

Must be able to lift up to 30 pounds. This position will require setting up workstations including monitors, computers, laptops, and other hardware as required. It may also require the use of ladders and crawling under desks to provide network connections to equipment.

Position Type and Expected Hours of Work

This is a full-time, non-exempt position. Days and hours of work are Monday through Friday 8:00 a.m. to 5 p.m. Some flexibility in hours and ability to work remotely is allowed based on management's approval. Periodic evening and weekend hours will be required.

Job Compensation & Benefits
Through our competitive compensation and benefits program, we seek to attract, retain and motivate a high-performing and increasingly diverse Associate population. Our compensation and benefit structure is comprised of many factors, including but not limited the size of our Firm, our financial position, the industry, business objectives, market salary information, benchmark pay levels and practices against the respective peer group (to ensure equal pay for equal work, with allowable pay differences based on factors not prohibited by law), and unique circumstances of the Firm that are subject to change.

Compensation
Minimum: $31.00/hr - Maximum: $40.00/hr USD

Benefits

Heavily subsidized medical insurance options

Generous employer HSA contributions

100% employer-paid Short-Term Disability, Long-Term Disability, Accident, Basic Life Insurance, and Telehealth/Virtual Urgent Care/Whole Mental Health

Dental and Vision plans

Unlimited PTO

Organization-paid holidays, including an extended Winter Break

Safe Harbor 401k Plan

Employer-paid professional dues, licenses, and renewals

Continuing Education resources

Family Planning Assistance Program and Paid Parental Leave

Subsidized fitness programs

CWA has consistently been recognized from rating services and publications such as:

INSIDE Public Accounting - Top 100 Firms (2022, 2023, 2024)

Top Workplaces - Financial Services (2024)

Top Workplaces - Culture Excellence (2024)

Accounting Today - Top Firm by AUM (2024)

USA Today - Top Workplaces (2024, 2025)

Accounting Today - Top 100 Firms (2022, 2023, 2026)

Forbes America's Best Tax & Accounting Firms (2022, 2023)

INSIDE Public Accounting - Top 100 Fastest Growing Firms (2022)

Dallas Morning News - Top Workplace (2022, 2023)

Accounting Today - Beyond Top 100: Firms to Watch (2020)

Accounting Today - Regional Leaders Top Firms (2012, 2015, 2016, 2018, 2020)

INSIDE Public Accounting - Beyond the Top 100 (2015, 2016, 2018, 2020)

INSIDE Public Accounting - Top 200 Firms (2010, 2011, 2012, 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020)

Cain Watters & Associates is committed to upholding the principles of the Equal Pay and Opportunity Act (EPOA). If you have any concerns regarding compliance with this policy, we encourage you to report them immediately by contacting HR at View email address on click.appcast.io. Your concerns will be handled with the utmost confidentiality and care.