Senior Desktop Support Engineer

6-12+ month contract Desktop Support / Technology Support Specialist

Location: Radnor, PA (Onsite 5 Days Per Week)

Keys to the Position

1. 5-7 years of hands-on desktop support, end-user computing, and conference room technology support experience in a professional corporate environment.

2. Exceptional interpersonal, communication, and customer service skills with the ability to build trusted relationships and provide high-touch, white-glove support to business users and senior leadership.

3. Strong knowledge of Microsoft Windows operating systems, Microsoft 365 applications, including Outlook, Teams, and Office productivity tools.

4. Experience supporting modern endpoint management solutions, including Microsoft Intune and mobile device management technologies.

5. Experience managing device refresh programs, hardware deployments, asset lifecycle management, and end-of-lease activities.

6. Strong understanding of hardware asset tracking and inventory management processes.

7. Experience supporting and troubleshooting SIP-enabled conference rooms, audio/video systems, and collaboration technologies.

8. Hands-on experience supporting Microsoft Teams Rooms, Cisco, Webex, Crestron, and other unified communications technologies.

9. Experience setting up and supporting executive meetings, board meetings, town halls, and other critical business events, including presentation support, video conferencing, microphones, and audiovisual equipment.

10. Experience providing white-glove executive support in a fast-paced, service-oriented environment.

11. Experience working within an ITIL-based support organization, including incident, request, and problem management processes.

12. Working knowledge of ServiceNow or a similar IT Service Management (ITSM) platform.

13. Ability to troubleshoot and resolve complex technical issues with a strong sense of ownership, urgency, accountability, and attention to detail.

14. Experience partnering with vendors and technology providers to resolve hardware, software, and infrastructure-related issues.

15. Must be available to work 5 days per week onsite in the Radnor, PA office.

16. Support coverage will generally be 8:00 AM - 5:00 PM or 8:30 AM - 5:30 PM, with flexibility to support critical business events and executive meetings when necessary.

Position Summary

This role engages directly with the firm's business partners in support of their workflow processes. This individual will think strategically and provide a robust technology platform for professionals in the office, offsite, and while mobile. Ensuring quick and efficient resolution of technology-related problems is critical, as are strong technical knowledge, project coordination skills, and the ability to work effectively with vendors and technology partners to promptly resolve issues.

This individual must work effectively with minimal direct guidance while thriving in a highly collaborative team environment. Success in this role requires a deep sense of ownership, urgency, and customer service excellence. High-pressure situations involving problem diagnosis, executive communication, and issue resolution must be handled with professionalism, effectiveness, and grace.

In addition to working with a seasoned team that has built trusted relationships across the organization, this role interacts closely with infrastructure, engineering, application support, unified communications, and conference room support teams to deliver a best-in-class end-user technology experience.

Responsibilities

Support all aspects of the end-user computing platform and technology service delivery for business professionals.

Advance and enhance a high-touch support model designed to provide an exceptional end-user experience.

Provide white-glove desktop and technology support to business users, executives, and office staff.

Employ strong problem-solving skills to quickly resolve technology issues that arise as part of day-to-day business operations.

Support desktop hardware, software, mobile devices, peripherals, collaboration technologies, and conference room systems.

Manage and support device refresh programs, hardware deployments, upgrades, replacements, and end-of-lease activities.

Maintain accurate hardware asset inventories and tracking records for technology assets.

Support and administer endpoint technologies, including modern device management platforms such as Microsoft Intune.

Support conference room technology, including Teams Rooms, Cisco, Webex, Crestron, audiovisual equipment, and presentation systems.

Provide hands-on support for executive meetings, client meetings, town halls, and other critical business events.

Drive issue prevention by employing root-cause analysis, issue tracking, trend analysis, and status reporting.

Follow ITIL-based support processes for incident, request, and problem management while ensuring outstanding customer communication.

Take ownership of escalations with vendors, ensuring appropriate urgency, follow-up, and resolution.

Coordinate maintenance, repairs, moves, equipment exchanges, and deployments with internal teams and external vendors.

Support office conference rooms, including troubleshooting issues, coordinating maintenance, and working closely with conference room support and unified communications teams.

Partner closely with infrastructure, engineering, application support, and operations teams to ensure a seamless technology experience for business users.

Contribute to continuous improvement initiatives focused on enhancing support processes, service delivery, and user satisfaction.

Required Skills :

Basic Qualification :

Additional Skills :

Background Check : No

Drug Screen : No