Senior Desktop Technician

Quest Software Canada Inc; Austin (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive pay

Annual bonuses

Health benefits

Retirement benefits

Flexible work options

Generous PTO

Wellness programs

Learning platforms

Mentorship and leadership programs

Inclusive teams and ERGs

Job summary

Quest Software in Austin, TX is seeking a Senior Desktop Technician to deliver advanced end-user compute support for enterprise environments. You will escalate complex issues, ensure service levels, and contribute to process improvements while working in-office at the Austin site.

Candidates should have 6+ years of IT experience, strong Windows 11 and Office 365 skills, plus familiarity withAD, imaging, OS deployment, and IT ticketing systems like ServiceNow.

Qualifications

• 6+ years of IT experience supporting end-user compute technologies in a corporate environment.
• Proficiency with Microsoft desktop OS and Office 365 apps.
• Knowledge of networking principles, topology, and protocols.
• Understanding of Active Directory and servers.
• Knowledge of desktop imaging and OS deployment.
• Strong hardware and OS troubleshooting skills.
• Experience deploying OS locally and remotely.
• Proficient with Windows 11; MacBook familiarity.
• Knowledge of IP telephony and conference room tech.
• Familiar with IT ticketing systems (ServiceNow).
• Excellent customer service and communication abilities.
• Ability to learn new technologies quickly.

Responsibilities

• Identify and resolve client problems with office hardware/software to satisfaction.
• Provide second-level support to IT Service Desk and resolve tickets promptly.
• Receive, coordinate, and install desktop equipment and software per standards.
• Collaborate with IT teams to share problem status and resolutions.
• Maintain positive relationships across departments to improve service.
• Perform desktop visits to assess issues and coordinate solutions.
• Uphold enterprise policies and suggest improvements for desktop support.
• Adhere to Service Level Agreements and IT policies.

Skills

End-user support

Windows 11 proficiency

Microsoft Office 365

Networking fundamentals

Active Directory

Desktop imaging

Hardware troubleshooting

OS deployment

MacBook hardware/software

IP telephony

Conference room tech

ServiceNow

Customer service

Communication skills

Learn quickly

Education

Associate degree in information services or computer science

Tools

ServiceNow

Job description

Overview

Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems.Quest strives to be the best of the very best in everything we do. We are fanatically customer-focused and are proud to support the most complex customers who have the highest IT demands in the world. It’s exciting, it’s rewarding, it’s hard work, and offers career and personal growth.

At Quest Software, we build technology that simplifies IT management and strengthens cybersecurity resilience for organizations around the world. Our people are central to our success, and we are committed to delivering an HR experience that reflects our global footprint, growth mindset, and employee-first culture.

As a member of the IT Global Desktop Team, the Senior Desktop Technician is responsible for delivering advanced technical support for Quest Software’s enterprise end-user computing environments in our US Austin physical office, as well as providing extended support globally. This role serves as a key escalation point for complex issues, ensures adherence to service levels, and contributes to operational excellence through process improvement, standardization, and knowledge sharing. The position combines strong hands‑on technical expertise with a customer‑focused approach to enable a high-quality employee experience. The hours are Monday to Friday, with an 8‑hour workday, plus lunch and breaks, and a 7am start time. Some after‑hours and weekend work may be required.

This is an in‑office position located in Austin, TX.

Responsibilities

• Identifies and initiates resolutions to client problems and concerns associated with office automation equipment, hardware and software to the client’s satisfaction
• Provides second level support to the Quest Software IT Service Desk and responds to problem tickets in a timely and efficient manner
• Receives, coordinates and installs desktop equipment and software according to department standards and procedures, and as needed
• Interacts with the IT Service Desk and other IT Team personnel to provide timely information regarding problem tickets and their resolution
• Maintains a positive working relationship with all enterprise departments to optimize working relationships and communication
• Provides desktop visits to business clients to assess their problems, coordinate the right equipment/software to resolve problems or process service requests
• Upholds the enterprise policy and procedures as well as recommends new and improved guidelines to ensure compatibility and better service to users of personal computers
• Adheres to Service Level Agreements as outlined in the IT Service Desk and Desktop IT Policies and Procedures

Qualifications

• 6+ years of IT experience supporting end-user compute technologies and business users in a corporate enterprise environment
• Proficiency with Microsoft desktop operating systems and desktop software including the Microsoft ecosystem - Office 365, Outlook, Word, Excel, Teams, and SharePoint
• Knowledge of networking principles, topology, and protocols
• Basic understanding of Active Directory and Servers
• Knowledge of Desktop Imaging
• Extensive knowledge of Hardware & O/S Troubleshooting
• Should be expert in deployment of operating systems locally & remotely
• Exceptional knowledge of Windows 11 operating systems
• Working knowledge of MacBook hardware and software
• Good understanding of IP telephony setups and installations
• Good understanding of conference room technologies
• Maintains current technical expertise in the rapidly changing technology of end user compute technologies and peripherals and utilizes state-of-the-art techniques when implementing desktop solutions
• Working knowledge IT ticketing systems such as ServiceNow
• Excellent customer service skills and the ability to interact with senior leaders
• Excellent interpersonal, communication and written skills
• The ability to learn and understand new technology and skills quickly
• Ability to react to and act upon feedback
• Associate degree in information services, computer science, or equivalent
• Frequently lifts and/or moves up to 15 pounds, and occasionally lifts, carries, or moves items up to 30 pounds
• Must be able to work in our office located in Austin, TX

Company Overview

Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization. More than 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical IT challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.

Why Quest

At Quest, your work makes an impact. You’ll help organizations get AI-ready while building your career with a global team of innovators. We offer:

• Competitive pay, annual bonuses, and top‑performer recognition.
• Comprehensive health, family, and retirement benefits.
• Flexible work options, generous PTO, and wellness programs.
• Professional growth through learning platforms, mentorship, and leadership programs.
• Inclusive teams that reflect the world we serve, supported by Employee Resource Groups and our Equality & Inclusion Council.

Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Quest are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages.