What are the responsibilities and job description for the Senior Desktop Support position at CoTalent?
Senior Desktop Support Engineer
Tier 1 Investment Firm
Boston - Hybrid (3/2)
FTE
We are looking for a skilled Desktop Support Engineer to provide advanced troubleshooting and technical assistance within a predominantly Windows-based environment. This role will serve as a key escalation point for complex hardware, software, and networking issues, ensuring smooth system operations and end-user satisfaction. The ideal candidate will have a deep understanding of Windows OS (Windows 10/11), Microsoft Office 365, Active Directory, Group Policy management, and ITSM tools like ServiceNow. Experience with PowerShell scripting is a plus.
In this role, you will diagnose and resolve escalated IT support issues, working both remotely and on-site to assist users with system configurations, software installations, and performance optimizations. You'll collaborate closely with network engineers, system administrators, and IT teams to tackle cross-functional challenges, as well as administer updates, security patches, and desktop configurations to maintain system integrity. Additionally, you will develop and maintain documentation, including knowledge base articles and troubleshooting guides, to support ongoing efficiency and knowledge sharing.
As a senior support specialist, you will mentor Tier 1 and Tier 2 support teams, providing guidance and training to help them resolve more advanced issues. You will also conduct root cause analyses to identify recurring technical problems and develop long-term solutions. Your role will extend beyond daily support, as you will contribute to IT projects such as system upgrades, migrations, and technology rollouts, ensuring seamless transitions and minimal disruptions.
The ideal candidate has at least seven years of experience in a technical support role, with strong problem-solving skills, customer-focused communication, and the ability to manage multiple tasks efficiently. If you have a passion for technology and a commitment to delivering exceptional support, this is a great opportunity to contribute to a dynamic and collaborative IT environment.
