Senior IT Customer Support Analyst, Desktop Support

Provide advanced technical support and operational leadership across a complex enterprise computing environment Serve as a senior escalation resource for desktop, endpoint, and end-user support services Help ensure the timely resolution of incidents and service requests in accordance with established service level objectives Leverage expertise in Microsoft Windows, Microsoft 365, collaboration technologies, endpoint hardware, and enterprise support processes Provide leadership, mentoring, and technical direction to support personnel across multiple offices and project locations Drive continuous improvement initiatives, support operational reporting, and contribute to the strategic direction of Tier 2 support services Requirements Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience 5+ years of enterprise desktop support experience Experience providing Tier 2 or Tier 3 desktop support within a Microsoft-based environment Experience leading, mentoring, or directing the work of other technical support professionals Advanced knowledge of desktop support operations, service management processes, and enterprise IT environments Strong troubleshooting skills across Windows operating systems, Microsoft 365, endpoint technologies, and hardware platforms Experience troubleshooting and supporting Apple MacBook devices and macOS operating systems Experience troubleshooting enterprise network printing environments, including network-connected printers, print servers, print management solutions, and printer connectivity issues Core Competencies Demonstrates advanced technical support capabilities in enterprise computing environments, with a strong focus on Microsoft Windows, Microsoft 365, and endpoint technologies. Provides leadership and mentoring to support personnel while driving continuous improvement in service management processes. Highest-signal resume keywords Enterprise Desktop Support Experience Microsoft Windows Troubleshooting Microsoft 365 Expertise Leadership and Mentoring Apple MacBook Support ATS Optimization Keywords Hard Skills Desktop Support Operations Service Management Processes Troubleshooting Windows Operating Systems Troubleshooting macOS Endpoint Hardware Support Network Printing Troubleshooting Print Management Solutions Incident Resolution Service Level Objectives Technical Direction Soft Skills Operational Leadership Mentoring Collaboration Certifications & Qualifications Bachelor's Degree in Information Technology Bachelor's Degree in Computer Science Bachelor's Degree in Information Systems Bachelor's Degree in Engineering Industry Keywords Enterprise IT Environment Tier 2 Support Tier 3 Support Technical Support Professionals Continuous Improvement Initiatives Tools & Technologies Microsoft 365 Windows Operating Systems Apple MacBook Network-Connected Printers Print Servers #J-18808-Ljbffr Jobtailor