Senior Desktop Support Technician

We partner with universities to run online degree programs, from course production to enrollment support. Style guide reviews are part of every project.

The role

The Senior Desktop Support Technician is the first point of contact for staff with computer, phone, printer and account problems. We want someone who stays calm with frustrated users and keeps good notes in the ticket. We engage team members in the US as full-time contractors. Most of our contractors have been with us for more than two years. You get a company laptop and a headset before you start.

Day to day

• Install and update approved software and remove anything unlicensed.
• Escalate network, server and application problems to the right team with clear notes.
• Write and update knowledge base articles for common problems.
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.
• Keep ticket notes and time entries up to date.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.

Required qualifications

• 5+ years of help desk or desktop support experience.
• Valid driver's license and reliable transportation for travel between sites.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• Working knowledge of Windows 10/11 and basic macOS support.
• Familiarity with Microsoft 365 admin tasks.

Preferred

• Network+ or Microsoft MD-102 certification.
• Basic PowerShell scripting.
• Experience supporting healthcare, legal or manufacturing environments.

Schedule: Weekdays, 7:00 AM to 3:30 PM

$33.00 to $40.00 per hour

Why work with us

• Long-term engagement.
• Paid time off.
• Monthly payments via wire transfer or Wise.

Hollowworks provides equal employment opportunities to all employees and applicants.

This position requires a background check.

Duration: 12 months. Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hollowworks Inc..