What are the responsibilities and job description for the Senior Desktop Support Technician position at Stability Technology?
Overview
The Senior Desktop Support Technician is responsible for delivering high-quality end user support, workstation lifecycle management, and proactive maintenance across a hybrid Windows environment. This role serves as an escalation point for complex issues, driving timely resolution while ensuring positive customer experiences. In addition, this position contributes to system enhancements, security initiatives, and operational improvements aligned with ITIL-based service delivery standards.
Responsibilities
- Provide Tier 2/3 support for hardware, software, O365 applications, and desktop services across on-site and remote workforce environments.
- Administer and maintain Microsoft endpoints, including Group Policy, Azure Active Directory, and Intune MDM.
- Deploy, secure, and manage Windows operating systems and core productivity tools using modern deployment methodologies (Autopilot, imaging, scripting, etc.).
- Troubleshoot and support enterprise infrastructure components such as DHCP, DNS, TCP/IP networking, VPN access, and endpoint security tools.
- Maintain ServiceNow records across incidents, requests, changes, and CMDB items, ensuring accurate documentation and SLA adherence.
- Support antivirus and antimalware protection, device encryption standards, and patch/upgrade cycles to maintain compliance and reduce risk.
- Participate in scheduled maintenance, technology rollouts, and continuous improvement projects that enhance end-user experience and IT operations.
- Act as a customer advocate by explaining complex technical issues clearly and ensuring issues are resolved efficiently with minimal business disruption.
- Mentor junior technicians and collaborate with IT engineering teams on escalations and service enhancements.
Key Knowledge, Skills & Abilities
- Strong knowledge of O365 administration and Dell/Microsoft hardware platforms
- Understanding of ITILv3 or related service delivery frameworks
- Proficiency with Microsoft Windows Server and Windows desktop OS, Group Policy, Azure AD, and Intune
- Experience with OS deployment, scripting, antivirus/antimalware, device encryption, and core systems infrastructure (DHCP, DNS, networking)
- Familiarity with ServiceNow, especially IT Service Management and IT Operations modules
- Ability to troubleshoot root causes and implement efficient long-term solutions
- Excellent customer service, communication, analytical, and prioritization skills
- Skilled in articulating complex concepts in a user-friendly manner
- Demonstrated success working independently and within collaborative team environments
- Ability to multitask, remain calm under pressure, and manage competing operational demands
- Self-starter with the capability to operate under minimal supervision while supporting requests, incidents, maintenance, and project work
