Senior Desktop Support Specialist

Job Summary

The Senior Desktop Support Specialist will serve as the primary Level 2 (L2) Desktop Support resource for an assigned client, acting as the single point of contact for end-user support activities. This role will work closely with the client’s Director of IT, owning desktop support operations with a high level of autonomy and accountability.

The position is responsible for the installation, diagnosis, repair, maintenance, and upgrade of computer hardware, software, peripherals, and equipment. The Senior Desktop Support Specialist will also provide escalation support, manage endpoint environments, and ensure high service quality and user satisfaction in a mixed Windows and Mac environment.

Responsibilities

• Act as the primary and single point of contact for desktop and end-user support for the assigned client.

• Provide L2 support for desktops, laptops, mobile devices, printers, and peripherals.

• Troubleshoot and resolve complex issues related to hardware, software, and operating systems.

• Deliver remote support using approved remote access tools.

• Troubleshoot advanced connectivity issues, including LAN, Wi-Fi, VPN, and authentication-related problems.

• Provide support for identity and access management systems, including SSO and MFA.

• Work directly under the guidance of the Client’s Director of IT.

• Manage onboarding, role changes, and offboarding processes from an IT perspective.

• Maintain endpoint security, antivirus, and patching standards.

• Ensure high levels of customer satisfaction and service quality.

Operations & Documentation

• Develop, maintain, and enforce desktop support SOPs.

• Maintain accurate IT asset inventories.

• Coordinate with vendors for hardware warranties, repairs, and replacements.

• Monitor desktop environment performance and recommend improvements.

Projects & Special Activities

• Lead endpoint re-imaging, repurposing, and disposal activities.

• Support audiovisual and conferencing setups as needed.

• Participate in technology improvements and client-driven initiatives.

• Proactively identify risks, gaps, and improvement opportunities within the client environment.

Skills and Experience

• Fluency in English (oral and written; B2+ or above).

• Minimum 3–5 years of technical support experience, including escalation and resolution of complex issues.

• Proven experience working as a Level 2 (L2) Desktop Support resource.

• Ability to work independently as the sole support resource assigned to a client.

• Strong knowledge of the ITIL framework and IT best practices.

• Intermediate to advanced networking skills.

• Advanced knowledge of hardware troubleshooting and maintenance.

• Proficiency with on-premises Active Directory administration.

• Experience supporting Mac and Windows environments.

• Flexibility to adjust work schedules to meet client needs.

• High school diploma required; Bachelor’s degree or relevant certifications are a plus.

• Excellent communication, interpersonal, and customer service skills.

• Experience using IT ticketing systems for incident and request tracking.