Senior Desktop Support Technician

Public sector agencies, utilities and large health systems license our asset management platform under multi-year contracts. Most engineers work remotely and come into the office one week a quarter for planning.

Position summary:

This is a new position created as the team has grown over the last year. We want someone who stays calm with frustrated users and keeps good notes in the ticket. Our End User Services team closes around 600 tickets a month and needs one more person on the desk. This role is fully remote within the US. We use Slack, Notion and Google Meet. Cameras on for team calls.

Your responsibilities:

• Connect remote users to VPN and troubleshoot access issues.
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.
• Install and update approved software and remove anything unlicensed.
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Write and update knowledge base articles for common problems.

Qualifications:

• 5+ years of help desk or desktop support experience.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• Familiarity with Microsoft 365 admin tasks.
• CompTIA A+ certification or equivalent hands-on experience.
• Experience with Active Directory user and group management.
• Working knowledge of Windows 10/11 and basic macOS support.

Nice to have:

• Experience supporting healthcare, legal or manufacturing environments.
• Network+ or Microsoft MD-102 certification.
• ITIL 4 Foundation.
• Intune, Jamf or SCCM/MECM.

Schedule: Monday to Friday, 8:00 AM to 5:00 PM

Rate: $42.50 - $49.50 an hour

Perks and benefits:

• Health savings account (HSA) with employer contribution.
• 401(k) with 4% match.
• 11 paid holidays.

Start dates are flexible, usually within a few weeks of an offer.

Start: Immediately.

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