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About the position
The Sr Executive Desktop Support Technician (Tier 3) is responsible for providing high-level technical support and troubleshooting for desktop systems, primarily focusing on Windows 10-11 environments. This role involves working closely with a team to resolve issues for VIP-level staff, coordinate small projects, and maintain documentation for team processes. The technician will ensure a high standard of customer service and support operations, tracking issues to resolution and demonstrating world-class service skills.
Responsibilities
- Perform Tier 3 troubleshooting for desktop support issues.
- Track all issues to resolution and provide high-level customer service to VIP staff.
- Coordinate small projects within the support group.
- Maintain documentation for team processes and update job aides.
- Resolve issues at the departmental and end-user level.
- Conduct consistent ticket reviews, escalations, and follow-ups to resolution.
- Demonstrate exceptional customer service skills to all users.
Requirements
- Strong expertise with Windows 10-11.
- Experience with ServiceNow and Active Directory.
- Proficient in Networking and Hardware support.
- Knowledge of Office 365 and MS Intune.
- Experience with PowerShell Scripting.
- Expertise in desktop support and troubleshooting.
Nice-to-haves
- Experience with MS Dynamics 365.
Benefits
- Medical, dental & vision insurance
- Critical Illness, Accident, and Hospital coverage
- 401(k) Retirement Plan with pre-tax and Roth contributions
- Life Insurance (Voluntary Life & AD&D for employee and dependents)
- Short and long-term disability insurance
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Paid Time Off (PTO), Vacation or Sick Leave
