Senior Desktop Support Specialist, Information Technology

Overview

Are you motivated to take your experience to the next level?  ServiceLink, the unmatched mortgage industry leader, is in search of a sharp, customer service oriented Senior Desktop Support Specialist.  The ideal candidate will be a highly skilled professional with expertise in Windows Virtual Desktop, Audio/Visual (A/V) technologies, and project management to join our dynamic IT team. The candidate will provide advanced technical support, manage projects, and ensure the seamless integration and operation of technology solutions. If you thrive on being part of a high-performance team, we encourage you to apply today.  This is an exciting time to join ServiceLink, where you will enjoy an entrepreneurship culture which drives innovation.

**This is an in-office role, supporting ServiceLink's Texas offices.  Candidates must be located within reasonable commuting distance of Plano, TX and Irving, TX and must be willing and able to commute to either location on a daily basis, as needed.  The long-term primary location for this role is expected to be in Plano, TX, but candidates must also be willing and able to commute to and support the Irving, TX office for as long as necessary.

A DAY IN THE LIFE

In this role, you will…

·   Respond to and resolve complex technical support tickets related to A/V systems, including video conferencing equipment, sound systems, and display technologies

·   Lead or assist in the setup, configuration, and maintenance of A/V equipment in various settings, from conference rooms to specialized event spaces. Diagnose and repair A/V hardware and software issues

·   Document procedures, configurations, and troubleshooting steps for future reference, as well as mentor junior team members and share expertise to elevate team performance

·   Diagnose/resolve end-user problems including recognition, isolation, research of software/hardware errors/features if required and problem resolution

·   Lead the planning and execution of IT projects related to the Desktop Support team, to include the development of project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility

·   Manage project timelines and resources, providing regular updates to team members and stakeholders while ensuring effective communication across project teams and with end-users

·   Serve as the primary technical contact for key executives and employees, ensuring the highest levels of customer satisfaction through excellent service delivery

·   Troubleshoot and resolve issues related to WVD performance, connectivity, and user access

·   Execute planned and unplanned infrastructure downtime activities as required

·   Participate in annual end-user desktop hardware upgrade projects

·   Assist in maintaining the LAN/WAN infrastructure on a day-to-day basis

·   Monitor the infrastructure to identify/resolve issues

·   Respond to escalated end-user issues

WHO YOU ARE

You possess …

·       Technical Degree or equivalent preferred

·       5 to 7 years of relevant technical work experience

·       Strong understanding of Microsoft technologies, particularly Azure, Windows Server, and WVD

·       Hands-on experience with various A/V technologies and systems integration

·       Knowledge of network protocols and infrastructure relevant to WVD and A/V systems

·       Excellent problem-solving skills and ability to manage multiple projects simultaneously

·       Strong communication skills, both written and verbal

Responsibilities

·   Diagnose and resolve connectivity issues, application deployment problems, and user access rights within WVD

·   Handle escalated support tickets requiring in-depth knowledge of WVD

·   Develops expert understanding of PC hardware, software, internal software and associated technologies

·   Diagnoses/resolves end-user problems including recognition, isolation, research of software/hardware errors/features if required and problem resolution

·   Responding to escalated end-user issues

·   Install, test, and calibrate A/V equipment for conference rooms, training rooms, and other specialized environments

·   Regular maintenance checks to ensure all a/v systems are operational

·   Diagnose and fix issues with microphones, speakers, video conferencing units, and control systems

·   Manage firmware updates and software patches for A/V equipment

·   Conduct training sessions for staff on how to use A/V equipment effectively

·   Provide first and second-line support for A/V issues, coordinating with external vendors if necessary

·   Participate in maintenance activities geared to ensuring the health and availability of infrastructure equipment

·   Providing problem analysis and support to ensure proper escalation during outages or periods of degraded infrastructure performance

·   Moves employee equipment

·   Organizes and maintains equipment inventory levels

·   Analyzes and evaluates PC hardware and software

·   Track all work in ServiceNow as directed

·   Frequently lifts, carries, or otherwise moves and positions objects weighing up to 50 pounds

·   Provides support utilizing all available tools including remote control technologies

·   Assists in the coordination and execution of planned and unplanned infrastructure downtime activities as required

·   Grasps concepts and develops skill set

·   Applies learning on a supervised basis

·   Travel may be required

·   All other duties as assigned

Qualifications

·         Technical degree or equivalent preferred

·         5-7 years of relevant technical work experience

·         Experience in a Windows 10, Windows 11, and Mac OS X environment

·         Experience with Office 365 and above

·         Experience with multiple hardware platforms

·         Experience supporting a wide range of current-gen A/V equipment in an office environment

·         Experience with iOS and Android mobile platforms

·         Strong understanding of and experience with Microsoft technologies; particularly Azure, Windows Server, and WVD

·         Effective problem-solving skills

·         Customer service skills

·         Detail oriented

·         Sound analytical skills

·         Ability to multitask

·         Collaborative/enjoys working in teams

·         Highly productive in a fast-paced environment