Senior Desktop Support Technician

Job Description

Success Criteria:

• Achieve goals/targets defined as IT KPIs and Global Service Desk KPIs
• Resolve Incidents, Service Requests, and other tasks within their deadlines.
• Good relationship with business partners and co-workers.
• Show strong performance and development in all planned objectives.

Key Tasks & Responsibilities:

• Receive, register, and work on user requisitions by Phone, Email and other channels acting as second line support.
• Responsibility for administration of users, systems and user rights in accordance with our client’s Standards.
• Work and follow-up on Incidents, Service Requests, Problems and other tasks that may be assigned
• Advise, guide and/or instruct users in the usage of products, systems and technology (software & hardware)
• Ensure proper escalation and handover of cases from second line to the correct expert (third line).
• Provide general local on-site and hands-on IT support at our client's facility in Baltimore, MD with occasional travel to Waynesboro, MD (twice per month) while assisting in the resolution of IT infrastructure incidents.
• Identify errors and use root cause analysis to deliver high quality IT solutions, create high quality documentation of systems, processes, and error resolutions
• Ensure compliance with security policies as described in client’s Corporate Standards as related to PC clients, and other client’s IT systems and report any breaches to client’s Security

Required Competencies:

• Exceptional Service and Customer mindset
• Problem Solver / Good troubleshooting skills
• Good communication skills
• Ability to work in a global and ever-changing environment
• Able to work independently but also a good team player
• Self-driven and able to take ownership of tasks and see them through to completion
• In-depth understanding of PC architecture and basic understanding of IT infrastructure concepts
• Technical experience supporting users globally in second line support.
• Technical experience supporting IT hardware and software including but not limited to Microsoft products and solutions such as Windows OS, Office and Outlook in a Microsoft Exchange environment, Teams, Cisco Unified Communications, Mobile Management solutions, network connectivity and infrastructure.

Education & Experience

2-year degree in IT related field (required)

OR

2-3 years of experience (required)

Bachelor’s degree in IT related field (preferred)

Role Overview

Join a high-performing IT support team delivering both hands-on and remote technical support in a fast-paced, global environment. This role is ideal for a customer-focused IT professional who enjoys troubleshooting, solving problems, and working directly with end users and infrastructure systems.

What You’ll Do

• Provide Level 2 IT support via phone, email, and ticketing systems for incidents and service requests.
• Deliver hands-on deskside support at the Baltimore site, with occasional onsite support in Waynesboro, PA (twice per month).
• Manage and resolve incidents, service requests, and problems within defined SLA/KPI targets.
• Administer user accounts, system access, and permissions in alignment with corporate standards.
• Troubleshoot issues across hardware, software, and network connectivity environments.
• Escalate complex issues to Level 3 support teams with clear documentation and handoff.
• Guide and support end users on technology usage, best practices, and issue prevention.
• Perform root cause analysis to identify recurring issues and implement long-term solutions.
• Maintain accurate technical documentation, knowledge articles, and resolution logs.
• Ensure compliance with IT security policies and report any risks or breaches.
• Collaborate with global IT teams to support a consistent and high-quality user experience.

What You Bring

• Strong customer service mindset with a focus on user satisfaction
• Proven troubleshooting and problem-solving skills in IT environments
• Ability to work both independently and collaboratively in a global team
• Excellent communication skills (technical and non-technical audiences)
• Self-starter with strong ownership and follow-through

Technical Skills

• Experience supporting Windows OS, Microsoft Office, Outlook, and Exchange
• Familiarity with Microsoft Teams and collaboration tools
• Knowledge of Cisco Unified Communications (voice/telephony)
• Experience with mobile device management (MDM) solutions
• Understanding of network connectivity, PC hardware, and IT infrastructure fundamentals
• Prior experience in Level 2 / second-line support in a corporate environment

Qualifications

• Associate degree in IT or related field OR
• 2–3 years of relevant IT support experience
• Bachelor’s degree in IT or related field (preferred)

Success in This Role Looks Like

• Consistently meeting or exceeding IT and Service Desk KPIs
• Resolving tickets efficiently and within SLA timelines
• Building strong relationships with end users and business stakeholders
• Demonstrating continuous technical growth and performance improvement