Senior IT Customer Support Analyst, Desktop Support

Jobtailor; Washington (District of Columbia); On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor in the United States is seeking an experienced Senior Enterprise Desktop Support professional to provide advanced technical support and leadership across a complex enterprise computing environment. You will serve as a senior escalation resource for desktop, endpoint, and end-user support services in a Microsoft-based environment, helping ensure timely incident resolution per SLAs.

You will mentor support personnel across multiple offices, drive continuous improvement, and contribute to

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years enterprise desktop support experience.
• Experience providing Tier 2 or 3 desktop support in a Microsoft-based environment.
• Experience leading, mentoring, or directing other technical support professionals.
• Advanced knowledge of desktop support operations and service management.
• Strong troubleshooting across Windows, Microsoft 365, endpoint technologies, and hardware.
• Experience troubleshooting Apple MacBook devices and macOS.
• Experience troubleshooting enterprise network printing environments.

Responsibilities

• Provide advanced technical support and operational leadership across a complex enterprise computing environment.
• Serve as a senior escalation resource for desktop, endpoint, and end-user support services
• Help ensure the timely resolution of incidents and service requests in accordance with established SLAs
• Leverage expertise in Microsoft Windows, Microsoft 365, collaboration technologies, endpoint hardware, and enterprise support processes
• Provide leadership, mentoring, and technical direction to support personnel across offices and project locations
• Drive continuous improvement initiatives, support operational reporting, and contribute to the strategic direction of Tier 2 support services

Skills

Enterprise Desktop Support

Windows Troubleshooting

Microsoft 365

Leadership & Mentoring

Apple MacBook Support

Print Management

Education

Bachelor's Degree in Information Technology

Bachelor's Degree in Computer Science

Bachelor's Degree in Information Systems

Bachelor's Degree in Engineering

Tools

Microsoft 365

Windows OS

Apple macOS

Print Servers

Print Management Solutions

Network-Connected Printers

Job description

• Provide advanced technical support and operational leadership across a complex enterprise computing environment
• Serve as a senior escalation resource for desktop, endpoint, and end-user support services
• Help ensure the timely resolution of incidents and service requests in accordance with established service level objectives
• Leverage expertise in Microsoft Windows, Microsoft 365, collaboration technologies, endpoint hardware, and enterprise support processes
• Provide leadership, mentoring, and technical direction to support personnel across multiple offices and project locations
• Drive continuous improvement initiatives, support operational reporting, and contribute to the strategic direction of Tier 2 support services

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience
• 5+ years of enterprise desktop support experience
• Experience providing Tier 2 or Tier 3 desktop support within a Microsoft-based environment
• Experience leading, mentoring, or directing the work of other technical support professionals
• Advanced knowledge of desktop support operations, service management processes, and enterprise IT environments
• Strong troubleshooting skills across Windows operating systems, Microsoft 365, endpoint technologies, and hardware platforms
• Experience troubleshooting and supporting Apple MacBook devices and macOS operating systems
• Experience troubleshooting enterprise network printing environments, including network-connected printers, print servers, print management solutions, and printer connectivity issues

Core Competencies

Demonstrates advanced technical support capabilities in enterprise computing environments, with a strong focus on Microsoft Windows, Microsoft 365, and endpoint technologies. Provides leadership and mentoring to support personnel while driving continuous improvement in service management processes.

Highest-signal resume keywords

• Enterprise Desktop Support Experience
• Microsoft Windows Troubleshooting
• Microsoft 365 Expertise
• Leadership and Mentoring
• Apple MacBook Support

ATS Optimization Keywords

Hard Skills

• Desktop Support Operations
• Service Management Processes
• Troubleshooting Windows Operating Systems
• Troubleshooting macOS
• Endpoint Hardware Support
• Network Printing Troubleshooting
• Print Management Solutions
• Incident Resolution
• Service Level Objectives
• Technical Direction

Soft Skills

• Operational Leadership
• Mentoring
• Collaboration

Certifications & Qualifications

• Bachelor's Degree in Information Technology
• Bachelor's Degree in Computer Science
• Bachelor's Degree in Information Systems
• Bachelor's Degree in Engineering

Industry Keywords

• Enterprise IT Environment
• Tier 2 Support
• Tier 3 Support
• Technical Support Professionals
• Continuous Improvement Initiatives

Tools & Technologies

• Microsoft 365
• Windows Operating Systems
• Apple MacBook
• Network-Connected Printers
• Print Servers