Senior Desktop Support Engineer

About the Role

The Senior Desktop Support Engineer plays a crucial role within the IT Support Team, located primarily in the New York City office. This position provides direct, high-level technical assistance to employees across multiple locations including New York, San Francisco, and remote users. The position requires presence onsite mainly during weekdays between 8:00 AM and 5:00 PM Eastern Time, with flexibility for remote work during weekends or after-hours when necessary. The candidate must be proactive, meticulous, and thrive in a fast-paced environment demanding exceptional service and professionalism.

Key Responsibilities

• Maintain and enhance end-user technologies to ensure smooth, secure, and efficient performance.
• Handle new user onboarding by setting up accounts, configuring laptops, and establishing workstations.
• Troubleshoot and resolve various hardware and software issues related to desktops, laptops, mobile devices, and peripherals.
• Manage and lead hardware and software refresh initiatives, including OS upgrades and mobile device rollouts.
• Ensure consistent operation and stability of end-user systems and applications.
• Support employee and client meetings by managing A/V equipment and conference room technology.
• Provide premium, white-glove technical support to executives, their assistants, and staff members.
• Take full responsibility for support tickets, ensuring prompt and effective resolution.
• Perform computer imaging, deployments, and lifecycle management tasks.
• Collaborate with management on planning and executing technical and operational projects.
• Develop clear and user-friendly documentation for support procedures.
• Encourage the adoption and integration of new technologies in a dynamic environment.
• Lead team efforts in cross-departmental technology initiatives.
• Work closely with other support staff to improve processes, reduce redundancies, and increase operational efficiency.
• Contribute actively to team meetings and discussions with innovative ideas.
• Perform routine troubleshooting of software, hardware, and network issues; assist with general IT requests.
• Provide remote assistance and be available for on-call support when required.
• Resolve technical incidents by proper diagnosis and timely remedial action.
• Maintain effective communication with team members to ensure alignment and situational awareness.
• Assist with office relocations, new equipment setups, and technology upgrades.

Candidate Qualifications

• Exceptional verbal and written communication abilities.
• Expertise in Microsoft 365 suite, including Teams, OneDrive, and SharePoint.
• Strong knowledge of Windows 10 and Windows 11 operating systems.
• Experience using Zoom for meetings, webinars, and room management.
• Hands-on familiarity with hardware such as printers, laptops, workstations, and iPhones.
• Ability to work autonomously with sound judgement on when escalation is necessary.
• High level of attention to detail with excellent organizational skills.
• Willingness and ability to perform physical activities including moves, installations, and cabling.
• Proactive problem-solving skills paired with a thoughtful mindset.
• Adherence to established procedures, policies, and documentation standards.
• Track record of identifying opportunities and recommending improvements to IT services.
• Ability to manage pressure and handle competing priorities effectively.