Senior Desktop Support Specialist

About the role

The Senior Desktop Support Specialist will act as the primary Level 2 (L2) desktop support resource for an assigned client, serving as the single point of contact for end‑user support. Working closely with the client’s Director of IT, the role owns desktop support operations with a high degree of autonomy, handling installation, diagnosis, repair, maintenance and upgrades across mixed Windows and Mac environments.

Key responsibilities

• Provide L2 support for desktops, laptops, mobile devices, printers and peripherals.
• Troubleshoot and resolve complex hardware, software and operating system issues.
• Deliver remote assistance using approved remote‑access tools.
• Handle advanced connectivity problems, including LAN, Wi‑Fi, VPN and authentication issues.
• Support identity and access management systems such as SSO and MFA.
• Manage onboarding, role changes and off‑boarding from an IT perspective.
• Maintain endpoint security, antivirus and patching standards.
• Develop, maintain and enforce desktop support SOPs and accurate IT asset inventories.
• Coordinate with vendors for hardware warranties, repairs and replacements.
• Lead endpoint re‑imaging, repurposing and disposal activities.
• Support audiovisual and conferencing setups as needed.
• Proactively identify risks, gaps and improvement opportunities within the client environment.

Required profile

• Fluency in English (B2+ or above).
• 3–5 years of technical support experience, including escalation of complex issues.
• Proven experience as a Level 2 Desktop Support resource.
• Ability to work independently as the sole support resource for a client.
• Strong knowledge of the ITIL framework and best‑practice IT processes.
• High school diploma required; a bachelor’s degree or relevant certifications are a plus.

Required skills

• Windows and macOS operating systems.
• On‑premises Active Directory administration.
• Intermediate to advanced networking (LAN, Wi‑Fi, VPN).
• Hardware troubleshooting and maintenance.
• Identity and access management (SSO, MFA).
• Endpoint security, antivirus and patch management.
• Remote access tools for support.
• IT ticketing systems for incident and request tracking.