Job Description
The Senior Desktop Technician is responsible for providing advanced technical support, troubleshooting, and maintenance of end-user computing devices, peripherals, and enterprise desktop systems. This role ensures efficient IT service delivery, acts as an escalation point for complex support issues, and mentors junior technicians. The Senior Desktop Technician also participates in hardware/software lifecycle management and plays a key role in ensuring compliance with security and IT policies.
Key Responsibilities
Technical Support & Troubleshooting
- Provide Tier 2/Tier 3 support for desktops, laptops, mobile devices, and related peripherals.
- Diagnose and resolve complex hardware, operating system, and application issues.
- Act as the primary escalation point for junior desktop support staff.
Deployment & Maintenance
- Manage the installation, configuration, and upgrades of desktop systems and enterprise applications.
- Assist with patch management, endpoint security updates, and compliance enforcement.
- Support hardware lifecycle processes including procurement, imaging, deployment, and retirement.
Collaboration & User Support
- Deliver hands-on support to executives, senior leaders, and high-priority end users.
- Train and mentor desktop technicians on technical processes and customer service best practices.
- Provide clear documentation and knowledge base articles for recurring issues.
Infrastructure & Security
- Ensure endpoints comply with enterprise security standards (antivirus, encryption, MFA, etc.).
- Collaborate with network and infrastructure teams to support seamless end-user connectivity.
- Assist in endpoint vulnerability management and remediation activities.
Project & Process Improvement
- Participate in enterprise IT projects such as OS migrations, software rollouts, and hardware refreshes.
- Identify opportunities for automation and improved service delivery processes.
- Maintain asset inventory accuracy and contribute to IT Asset Management (ITAM) practices.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
- 5+ years of desktop support experience, including at least 2 years in a senior or escalation role.
- Proven experience supporting enterprise-scale environments with 500+ endpoints.
- Expertise in Windows and macOS operating systems; Linux experience is a plus.
- Strong knowledge of Active Directory, Group Policy, Office 365, and endpoint management tools (SCCM, Intune, Jamf).
- Familiarity with remote support tools and ticketing systems (ServiceNow, Jira, Remedy, etc.).
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
- Experience with hardware imaging, deployment automation, and ITIL service management practices.
Nice to Have Skills & Experience
- CompTIA A+ or CompTIA Network+
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- ITIL Foundation Certification
- Apple Certified Support Professional (ACSP)
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.