Senior Desktop Support Engineer

Description

• Deploy systems and applications for new hires and existing staff
• Resolve escalated hardware and software issues
• Troubleshoot and resolve advanced hardware, software, and connectivity issues
• Manage and prioritize tickets using Extell’s service management platform
• Coordinate vendor-supported repairs and warranty services
• Recommend improvements to Extell’s desktop support operations
• Collaborate with Network and Infrastructure teams on cross-team issues
• Support IT initiatives including hardware refreshes and software rollouts
• Track and manage tickets through Extell’s service management platform
• Conduct system deployment and imaging tasks
• Manage user accounts, permissions, and access rights
• Conduct software and hardware audits for licensing compliance
• Follow internal processes for onboarding, offboarding, and purchasing
• Ensure the desktop environment is stable and secure
• Mentor junior support staff and provide technical leadership
• Manage inventory, including tracking equipment and updating asset records
• Perform asset management and lifecycle tracking
• Implement and maintain Extell’s IT security policies and procedures
• Perform regular maintenance on desktops, laptops, and peripheral devices
• Create and maintain IT documentation and technical knowledge articles
• Perform maintenance and updates across end user devices
• Mentor junior technicians and support staff
• Document procedures and update internal guides
• Enforce Extell’s IT security standards
• Monitor and optimize desktop performance across the Extell enterprise
• Coordinate vendor-supported repairs and warranty claims
• Conduct system backups and data recovery
• Provide advanced technical support via phone, email, and in person
• Support and troubleshoot video conferencing calls, room systems, and meeting setups
• Deliver high-level support across Extell offices, properties, and teams
• Manage user access and permissions
• Support IT projects including migrations and upgrades
• Advise on process improvements and technology enhancements
• Install, configure, and deploy new systems and business applications

Requirements

• Solid understanding of network protocols and desktop network troubleshooting
• Proficiency with system backups, imaging, and data recovery
• Experience with Active Directory, user management, and permission administration
• Familiarity with IT asset management and inventory tracking
• Experience coordinating vendor services, repairs, and warranty support
• Availability to participate in an on-call rotation as needed
• Experience deploying and configuring new hardware and software
• Strong documentation skills for technical processes and troubleshooting guides
• Excellent verbal and written communication skills
• Experience mentoring junior staff and providing technical guidance
• Ability to work collaboratively with Extell’s Network, Infrastructure, and Security teams
• Bachelor’s degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in desktop support or a similar technical role
• Extensive experience supporting Windows environments
• Advanced knowledge of Microsoft Office Suite and core business applications
• Ability to handle multiple tasks and prioritize high-volume support tickets
• Familiarity with desktop and laptop repair and maintenance
• Strong proficiency in troubleshooting advanced hardware and software issues
• Certifications such as CompTIA A+, MCP, or similar preferred
• Hands-on experience with remote support tools and enterprise ticketing systems
• Knowledge of IT security standards and cybersecurity fundamentals

Benefits

• Paid Holidays
• Employee Assistance Program
• Annualized Base Salary of $75,000 - $95,000
• Paid Time Off
• This is a one-site role and requires you to be onsite every day
• Medical, Dental, and Vision Insurance
• Company-Paid Life and AD&D Insurance
• Company-Paid Short- and Long-Term Disability
• 401(k) Plan

Training + Development

Interview process

Visa Sponsorship

Security clearance