Job Information
Robert Half Desktop Support in Charlotte, North Carolina
Description
We are seeking a seasoned and proactive Senior Desktop Support Specialist to join our IT team. The Senior Desktop Support Specialist will be responsible for providing advanced technical support and expertise to end-users, troubleshooting complex hardware and software issues, and mentoring junior support staff. The ideal candidate will have extensive experience in desktop support, exceptional problem-solving abilities, and a strong commitment to delivering superior customer service.
Responsibilities:
Provide senior-level technical support and troubleshooting assistance to end-users experiencing hardware, software, and network issues, resolving escalated problems in a timely and efficient manner.
Install, configure, and maintain desktop computers, laptops, printers, peripherals, and mobile devices, ensuring optimal performance and functionality.
Collaborate with other members of the IT team to deploy and manage software applications, operating systems, and updates across the organization's desktop environment.
Evaluate and recommend hardware and software solutions to meet the organization's evolving needs, conducting research and testing as needed.
Mentor and provide guidance to junior desktop support staff, sharing technical knowledge and best practices to enhance their skills and capabilities.
Develop and maintain documentation, knowledge base articles, and standard operating procedures (SOPs) for desktop support processes and procedures.
Coordinate with third-party vendors and service providers to resolve technical issues, escalate support tickets, and procure replacement hardware and software.
Assist with user onboarding and offboarding processes, including provisioning and decommissioning of IT equipment, accounts, and access rights.
Monitor desktop performance and security, implementing proactive measures to prevent downtime, data loss, and security breaches.
Stay informed about emerging technologies, industry trends, and best practices in desktop support, participating in professional development activities and training as needed.
Requirements
Requirements:
Proven experience in a senior-level desktop support role or similar position, with a strong background in providing technical support to end-users in a corporate environment.
Extensive knowledge of desktop hardware components, operating systems (Windows and/or macOS), productivity software, and collaboration tools.
Advanced troubleshooting skills, with the ability to diagnose and resolve complex hardware, software, and network issues independently.
Excellent customer service and interpersonal skills, with the ability to communicate technical information clearly and effectively to non-technical end-users.
Strong leadership and mentoring abilities, with a track record of guiding and developing junior support staff.
Bachelor's degree in computer science, information technology, or a related field is preferred.
Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or Apple Certified Support Professional (ACSP) are desirable but not required.
Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.
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Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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