Senior End-User IT Support Specialist (Windows/macOS)

Sunrise Senior Living; McLean (VA); Hybrid; USD 36,000 - 44,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) / Retirement plans

Paid time off

Tuition reimbursement

Bonuses

Job summary

Sunrise Senior Living is seeking an IT Desktop Support Specialist to provide Tier 2/3 end-user support across Windows and macOS environments. The role includes troubleshooting complex endpoint issues, imaging devices, and coordinating with IT teams for deployments and lifecycle activities.

You will document issues clearly, perform root-cause analysis, and support security and patching efforts while delivering professional service in a multi-location setting.

Qualifications

• Four or more years in desktop/endpoint support with Tier 2/3 experience.
• Strong Windows 11 and Active Directory / Microsoft Entra ID expertise.
• Experience with HP/Dell enterprise desktops and laptops.
• Familiar with Microsoft 365 and common business applications.
• Networking basics: TCP/IP, DNS, DHCP, VPN, wired and wireless.
• Imaging/provisioning Windows devices using PXE, Autopilot or similar.
• ServiceNow ticketing, SLAs and knowledge base experience.
• Excellent communication and customer service skills.
• Ability to lift and move up to 50 pounds.

Responsibilities

• Provide Tier 2 and Tier 3 desktop support onsite and remotely.
• Troubleshoot and resolve complex hardware, OS, and app issues.
• Document symptoms, steps and resolutions in ServiceNow.
• Support imaging, deployment and endpoint management tooling.
• Collaborate with IT teams to resolve incidents and deployments.
• Assist with IT projects, upgrades and office moves.

Skills

Desktop support

Tier 3 troubleshooting

Windows 11

Active Directory / Entra ID

Customer service

Education

Associate or Bachelor's degree in IT

Tools

ServiceNow

Microsoft Intune

Configuration Manager

Jamf

Windows Autopilot

Job description

Sunrise Senior Living is seeking an IT Desktop Support Specialist to provide Tier 2/3 end-user support across Windows and macOS environments. The role includes troubleshooting complex endpoint issues, imaging devices, and coordinating with IT teams for deployments and lifecycle activities.

You will document issues clearly, perform root-cause analysis, and support security and patching efforts while delivering professional service in a multi-location setting.