Senior Desktop Support
On-site · Adams, Massachusetts, United States
Job Summary
Senior-level Technical Support Analyst responsible for frontline technical support via phone, email, and ticketing systems. Troubleshoot and resolve hardware, software, network, and system issues; install, configure, maintain, and upgrade computer systems and peripherals; manage user accounts, permissions, security groups, and access rights. Provide support for Microsoft Windows desktop and server environments; monitor, document, and resolve requests through the Help Desk system; create and maintain technical documentation and knowledge-base articles. Assist with system maintenance, upgrades, and technology deployments; support networking infrastructure including switches, firewalls, and IP phone systems. Participate in an on-call rotation for after-hours and weekend support; communicate clearly with both technical and non-technical users; take ownership to drive issues to resolution.
Required Qualifications
- 2+ years of experience in Technical Support, Help Desk, Desktop Support, Systems Administration, Network Administration, or a related IT role
- Experience supporting Microsoft Windows operating systems and server environments
- Strong troubleshooting and problem-solving skills
- Experience managing user accounts, permissions, and security settings
- Excellent communication and customer service skills
- Ability to work effectively with both technical and non-technical users
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