IT Infrastructure Support Professional
4 weeks ago
AHEAD is a pioneering force in digital transformation, leveraging cutting-edge cloud infrastructure, automation, analytics, and software delivery to empower enterprises. By fostering a culture of belonging and diversity, we create an inclusive environment where all voices are valued and represented.
Job Description
The Sr. Desktop Support Engineer serves as the primary point of contact for end-users, acting as a customer-facing representative of the AHEAD IT Operations team. Responsibilities include responding to user support incidents for endpoint hardware and software, fulfilling standard IT requests, and escalating complex issues to Tier 3 staff. The ideal candidate must be a collaborative team player with exceptional analytical, communication, and follow-up skills.
Key Responsibilities:
- Serve as a point of contact for users seeking technical assistance, both in-person and remotely
- Process and respond to incoming tickets to ensure courteous, timely, and effective resolution of incidents and requests
- Troubleshoot and determine best solutions, providing accurate, thorough, and clear communication to users
- Escalate unresolved issues to the appropriate level of the IT Operations team
- Properly record incident actions and follow-up details into the IT ticketing system
Requirements:
- 10+ years of experience in desktop support and leadership roles
- Proficient technical support skills with Microsoft 365, laptop hardware (Windows 10, macOS), iOS, and Android devices
- Experience with ServiceNow or JIRA
- Prior exposure to remote support tools such as Bomgar
- Experience with Mobile Device Management tools, such as Intune, and endpoint security tools, such as Carbon Black
Benefits
We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, paid company holidays, paid time off, and paid parental and caregiver leave.
Estimated Salary Range
$110,000 - $140,000 per year, depending on location and experience.
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