Senior Associate, Deskside Support
Core
Senior technical resource for complex end-user issues, tier 1 escalations, and white-glove deskside support for enterprise environments.
Role type
Senior Associate, Deskside Support
Builds
Enterprise IT support services for corporate users
Domain
Corporate IT / Enterprise Support
Required skills
Advanced troubleshooting (hardware/software), Windows OS administration, M365 administration, Mobility Management (iOS/Intune), Hardware diagnostics, ITSM platforms, Root cause analysis, System migrations
Preferred skills
ITIL framework, IT certifications (CompTIA A+, Network+, MTA)
Technologies
Windows OS, Office 365/M365, iOS, Intune, ITSM platforms
Responsibilities
Serve as senior technical resource for complex end-user issues; Handle tier 1 escalations and provide guidance to junior staff; Triage and prioritize incoming requests; Document solutions and develop knowledge base articles; Lead technical execution of software/hardware deployments and system upgrades; Perform advanced diagnostic analysis and root cause analysis; Deliver white-glove deskside support including installations and configurations; Perform hands-on desktop fixes; Provide audiovisual support for meetings; Track and report on ticket trends and metrics; Participate in on-call rotation.
Seniority
Senior, hands-on IC