Sr. Desktop Support Technician (Secret Cleared)

Job Summary:

The Senior Desktop Support Technician is responsible for providing advanced-level technical support to end-users across the organization. This role involves troubleshooting and resolving complex technical issues, deploying and maintaining hardware and software, and ensuring optimal performance of IT systems. The ideal candidate will have experience with ticketing systems such as Remedy, strong problem-solving skills, and a customer-focused mindset. Active Secret clearance required.

• Technical Support:
• Serve as the primary point of escalation for complex technical issues that cannot be resolved by junior technicians.
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices.
• Provide advanced troubleshooting support for Microsoft Office Suite, operating systems, and proprietary software.
• System Administration:
• Install, configure, and maintain computer hardware, peripherals, and software applications.
• Perform system upgrades and patch management to ensure security and compliance.
• Manage user accounts and permissions in Active Directory and other enterprise systems.
• IT Ticket Management:
• Utilize the Remedy ticketing system to log, track, and resolve incidents and service requests efficiently.
• Document troubleshooting steps, resolutions, and best practices to build a knowledge base.
• Analyze recurring issues and provide recommendations for permanent solutions.
• Customer Service:
• Provide excellent customer service to internal users, ensuring timely and effective communication.
• Educate end-users on IT policies, procedures, and self-service tools.
• Collaboration & Leadership:
• Mentor and provide guidance to junior desktop support technicians.
• Collaborate with cross-functional IT teams to support larger projects and initiatives.
• Participate in on-call rotations to address urgent technical issues outside regular business hours.