Senior Desktop Support

Overview

Lakeview is seeking a highly motivated and tech-savvy Sr. Desktop Support Technician to join our IT team. The ideal candidate will have a strong understanding of computer hardware and software and excellent customer service skills. This role will involve providing technical support to end-users, troubleshooting issues, and ensuring the smooth operation of our desktop computing environment. The ideal candidate will have a proven track record of providing exceptional technical support and troubleshooting complex issues.

Responsibilities

• Provide support and resolve user issues through first-level troubleshooting and managing ServiceNow tickets.
• Prioritize support requests based on impact and urgency, ensuring timely and effective resolution.
• Adhere to established service level agreements (SLAs) and document and track issues for resolution in ServiceNow.
• Proficiency in using ServiceNow or similar ticketing systems.
• Identify users and perform in-depth troubleshooting for various applications and systems.
• Triage complex tickets to higher-level IT support when necessary, ensuring seamless escalation and resolution.
• Proactively identify potential service interruptions or system outages, taking preventative measures to minimize downtime.
• Actively participate in IT projects and initiatives, providing technical expertise and support as needed.
• Handle user access provisioning and account administration requests efficiently and accurately.
• Identify opportunities for automation or streamlining of tasks to reduce manual effort and increase productivity.
• Ensure all desktop systems are secure and up to date with the latest security patches and antivirus definitions. Follow internal security policies and best practices.
• Collaborate with other IT teams to develop and implement best practices for incident management and problem resolution.
• Create and maintain technical documentation and knowledge base articles.
• Install, configure, and maintain operating systems (Windows, MacOS), applications, and software updates.
• Coordinate and implement desktop support projects, including hardware upgrades, software deployments, and process improvements.
• Collaborate with third-party vendors for hardware replacements, software licensing, and warranty services when required.
• Diagnose and resolve complex technical issues related to hardware, software, and network connectivity.
• Identify recurring problems and propose process improvements to enhance desktop support efficiency and reduce incidents.
• Other duties as assigned by leadership.

Qualifications

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and / or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

EEOC

Lakeview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence, and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.