Senior Desktop Support Specialist

Description
Company
SDI Presence LLC is an IT consultancy and managed services provider (MSP) that leverages its strong team presence to advance our clients to a secure digital enterprise. With a 25-year corporate resume, SDI delivers strategic managed services, IT consulting, and hybrid multicloud infrastructure solutions to optimize our clients' technology environments. SDI is NMSDC-certified, with a portfolio of clients that includes some of the nation's largest airports, utilities, commercial real estate portfolios, and government agencies. SDI is backed by Abry Partners, a Boston-based sector-focused private equity firm with $5B under management and more than 30 years of experience in the technology market. Visit us at SDIPRESENCE.COM and connect with us on TWITTER and LINKEDIN ..

Although we list out what we generally look for in this job description, we are very likely missing other attributes and skills that you have that could make you a great fit but are not currently listed. The point we're getting at is it doesn't hurt to take a chance and apply!
Summary
The Senior Desktop Support Specialist is responsible for ensuring the maintenance of the organization's workstations and other technical equipment, coordinating the daily operations to ensure service requests are managed to meet contractual SLAs, managing corporate projects, overseeing work performed by desktop support specialists, providing training and feedback, ensuring viability and security of workstation images, and assisting in the planning and direction of future projects. The Senior Desktop Support Specialist will report to the Program Manager, Support Manager, and will work closely with other members of the technology department to support all end users.
Responsibilities

• Ensure the maintenance of the organization's workstations and other technical equipment
• Assist in managing corporate projects
• Guide the Desktop Support Specialists on carrying out various tasks efficiently
• Support the hiring process to identify additional Support Specialists as well as providing them essential training
• Oversee the work performed by the Desktop Support Specialists and provide them feedback, as appropriate
• Responsible for the design and implementation of the company's operating system images and applications
• Ensure that the workstations are configured as per the requirement of the business
• Confirm that operating system images are updated quarterly
• This position may be required to work with client leadership directly to coordinate and plan future efforts
• Review, plan, and document team processes along with coordinate daily operations with respect to service requests and ongoing projects
• Address all service requests as needed in an effort to meet customer needs and agreements
• This position will be part of an on-call rotation for support outside of normal business hours
• Assist with Active Directory administration as related to end-user support
• Respond to new IT Support requests, prioritize, and document issues and resolutions
• Resolve inbound tickets and complete detailed responses in the ticketing system
• Support MS Office products and O365 applications, and other software applications
• Assist with asset inventory tracking and documentation of moves, adds and changes

Requirements

• 3+ years of advanced knowledge of desktop hardware, and the ability to install or replace hard drives, additional PCI cards, power supply units, RAM, and/or other peripherals
• College degree in Computer Science or a related field is preferred
• Knowledge of PC imaging and cloning technology (Windows Deployment Services, SCCM OSD, Macrium)
• Experienced in creating customized Windows 10 images from scratch
• Understanding of SCCM, MDT or WDS OS image deployment processes
• Solid understanding of BitLocker encryption and its install and configuration process
• Experience with Microsoft O365 applications and application configurations
• Solid understanding of how to install the Windows OS (7, 10) and configure with necessary drivers
• Familiar with Active Directory
• Must be familiar with antivirus tools and understanding of how to use malware/spyware scanners and removal tools
• Knowledge of Ethernet cables and how to terminate them, and install the corresponding data jacks (not a requirement as this can be taught, but it's a plus if already known)
• Basic knowledge of Microsoft Office Suites (e.g. manipulating spreadsheets, setting up Outlook calendar invitations, PowerPoint slideshows, etc.)
• Working knowledge with endpoint security including anti-malware/spyware scanners and removal tools
• Experience with updating windows image files with drivers and security updates via DISM
• Must be able to work with other employees and end-users to provide support in a timely, and friendly manner
• Strong multitasking skills (e.g., starting a hard drive image, and while that runs installing drivers for a printer install or performing other documentation procedures)
• The ability to work both autonomously and as a member of a team
• Strong written and oral communication skills
• Lead Support Specialist is required to attend mandatory team meetings, All Hands quarterly company Livestream updates and project meetings when scheduled
• A+ certification
• Access to a personal vehicle a plus to travel to satellite facilities
• Ability to perform routine and emergency PC maintenance during non-business hours
• Must be able to pass a background check
• Must be able to pass a drug test
• Driver's license required

Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
COVID-19 Vaccine Statement
This position will be required to disclose their COVID-19 vaccination status.
Equal Opportunity Employer Statement
SDI Presence is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. SDI Presence makes hiring decisions based solely on qualifications, merit, and business needs at the time.
Staffing Firms
SDI Presence does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between SDI Presence and the recruitment agency or party requesting payment of a fee.