Senior Desktop Support Engineer

Role Overview

We are looking for an Escalation Engineer to resolve complex desktop issues, optimize systems, and mentor Tier 1 & 2 support teams. This role involves troubleshooting, root cause analysis, system deployment, and vendor management.

Key Responsibilities

- Resolve advanced desktop incidents within 48 hours; maintain 95% resolution accuracy.

- Conduct root cause analysis and implement permanent solutions.

- Optimize system performance and automate management tasks.

- Lead deployments of desktop configurations and applications.

- Train Tier 1 & 2 teams and maintain knowledge retention.

- Manage vendor support and warranty claims within SLAs.

Qualifications

- Strong desktop support and troubleshooting experience.

- Experience with system optimization and automation scripting.

- Excellent communication and collaboration skills.

- Ability to mentor junior IT staff.

Job Type: Contract

Pay: $70,000.00 - $75,000.00 per year

Work Location: In person