Senior Lead Desktop Support Engineer

Burgeon IT Services - Plano, TX

Full-time - Mid Level

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 resolved to the satisfaction of business users while adhering to defined service level agreements (SLAs). The engineer will be responsible for installing, upgrading, and troubleshooting various hardware and software components, providing excellent customer service, and collaborating with other IT teams to ensure efficient operations.

Responsibilities

• Act as the single point of contact for end users for support and maintenance of computers and network systems.
• Ensure incidents and service requests are resolved to business users' 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.
• Track hardware and software inventory and ensure sufficient support to clients.

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).