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Burgeon IT Services - Plano, TX

posted 28 days ago

Full-time - Senior
Plano, TX

About the position

The Senior Lead Desktop Support Engineer serves as the primary point of contact for end users requiring support and maintenance for their computers and network systems. This role is crucial in ensuring that incidents and service requests are addressed promptly and to the satisfaction of business users, while adhering to defined service level agreements (SLAs).

Responsibilities

  • Act as a single point of contact for end user support and maintenance for computers and network systems.
  • Ensure incidents and service requests are resolved to business user satisfaction.
  • Meet response time and resolution time objectives as defined in the SLA.
  • Install, upgrade, support, and troubleshoot printers, computer hardware, and other authorized peripheral equipment.
  • Customize desktop hardware to meet user specifications and site standards.
  • Diagnose and resolve a wide range of Windows applications and networking problems to minimize downtime.
  • Perform general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment.
  • Work with the WDS Management team to test and deploy desktop images.
  • Support Data Centre activities and all Microsoft, third-party, and internally designed applications.
  • Provide detailed documentation and communicate with other IT teams as required.
  • Escalate issues and involve experts to resolve problems quickly.
  • Ensure sufficient support to clients and provide friendly customer service.
  • Collaborate with vendor support contacts to resolve technical problems.
  • Track hardware and software inventory.

Requirements

  • In-depth knowledge of Windows desktop technologies.
  • In-depth knowledge of desktop and laptop hardware.
  • Intermediate knowledge of TCP/IP, DNS, and internetworking technology.
  • Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
  • Knowledge of ITIL practices.
  • Knowledge of server, voice, and communications infrastructure.
  • Knowledge of various operating systems (e.g., Windows, Linux, Apple).
  • Knowledge of audio and video conferencing technologies.
  • Good communication skills (both verbal and written).
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