Job Purpose

• Level 3 Escalation Support: Serve as the tier 3 escalation point for the Support teams, taking ownership of complex, non-routine desktop, OS, and productivity application issues.
• Problem-Solving & Root Cause Analysis: Methodically diagnose advanced technical issues, conduct root-cause analysis, and build permanent solutions or knowledge-base documentation to prevent recurring tickets.
• Clear Communication & Customer Focus: Act as a patient, clear communicator between end users, support staff, and engineering teams—translating complex issues cleanly and maintaining a strong customer service standard.
• Endpoint & Virtual Desktop Operations (Growth Focus): Assist with the support and administration of our modern endpoint estate (Microsoft Intune) and Azure Virtual Desktop (AVD) environments, building hands-on experience.
• Standardization & Efficiency: Maintain standard computing environments, support software distribution, create documentation and help identify process improvements that elevate the overall employee technology experience.

Core Skills & Competencies

• Analytical Problem-Solving: A methodical approach to troubleshooting; ability to logically break down complex technical issues and resolve root causes rather than applying temporary fixes.
• Customer Service & Interpersonal Skills: Strong, client-focused mindset with excellent written and verbal communication skills. Able to translate technical concepts into simple language for end users and collaborate with peer teams.
• Adaptability & Growth Mindset: Eagerness to learn new technology stacks (cloud desktop management, modern deployment) and take on varied tasks with enthusiasm.
• Organization & Prioritization: Proven ability to manage escalated tickets, maintain attention to detail, and meet service delivery targets without direct daily supervision.
• Team Collaboration: Ability to work effectively in a matrixed environment, share knowledge openly with Tier 1/2 teams, and collaborate across infrastructure and application groups.

Knowledge & Experience

• 3–5+ years of progressive experience in Enterprise Desktop Support, Helpdesk, or Tier 2/3 Escalation roles.
• Advanced Desktop & OS Mastery: Deep practical experience remotely troubleshooting Windows 10/11 operating systems, standard enterprise software, peripheral configurations, and complex user profile issues.
• Root-Cause Troubleshooting: Demonstrated success diagnosing hardware conflicts, system crashes, software incompatibilities, and registry/policy issues.
• Intune & AVD Exposure (Preferred): Working knowledge of or exposure to Microsoft Intune (device management, software distribution) and Azure Virtual Desktop (AVD). In-depth engineering expertise is not required, but foundational familiarity is a plus.
• Basic Connectivity: General understanding of client networking concepts (VPN, Wi-Fi, basic IP/DNS connectivity) strictly as it relates to remote endpoint troubleshooting.

Education & Certifications

• Education: College degree in Information Technology, Computer Science, or equivalent practical enterprise support experience.
• Certifications (Optional): CompTIA A+, MD-102, or relevant desktop support credentials are a plus.