Job Overview "> The Sr. Desktop Support Engineer is a vital role in the IT department, responsible for delivering exceptional technical support to employees and ensuring seamless technology experiences across the organization. "> This position serves as the first point of contact for IT-related issues, providing timely and effective resolutions via various channels, including phone, web, and in-person support. "> The successful candidate will work closely with HR to ensure accurate provisioning, scheduling, and delivery of laptops and onboarding processes. "> Key Responsibilities "> "> - Maintain and develop strong technical expertise in key technologies such as operating systems, browsers, voice and data networking, Zoom, Outlook email client, Office 365, Okta SSO, Ivanti Helpdesk, and more. "> - Troubleshoot and resolve complex IT issues efficiently, utilizing problem-solving skills and technical knowledge to deliver high-quality results. "> - Contribute to the development and maintenance of Help Desk process documentation, ensuring clear and concise procedures for future reference. "> - Stay up-to-date with current and emerging technology trends, identifying opportunities for enhancements and improvements to the IT infrastructure. "> - Demonstrate excellent customer service skills, actively monitoring onboarding pipelines and ticket queues to ensure prompt and satisfactory resolution of requests. "> - Prioritize and manage multiple open issues simultaneously, escalating tickets proactively to senior team members or specialists when necessary. "> "> Requirements "> To succeed in this role, candidates should possess: "> "> - A minimum of 5 years of experience in IT or a related field, with a strong background in operating systems, desktop support, security, networking, system administration, scripting, and other IT technology areas. "> - Fluency in English, both written and spoken, with the ability to articulate ideas clearly and understand complex instructions. "> - Hands-on experience with Windows 10/11 and Mac OSX operating systems, as well as a broad suite of cloud-based and SAAS applications in a business environment. "> - Certification in Microsoft, Cisco, or similar technologies is an asset. "> - Previous support or customer service experience or training. "> "> Preferred Qualifications "> Bachelor's degree in computer science, information technology, or a related field. "> A fast-paced, high-tech environment where you can grow your skills and contribute to a mission-driven organization.