Senior Desktop Support Engineer

Job Description

Job DescriptionThe Senior Desktop Support Engineer is responsible for supporting and maintaining technology for all BrightStar Care corporate staff, corporate‑owned franchises, and our large virtual desktop environment. This role leverages modern tools and automation to manage user devices and systems, handles escalated support requests, assists internal customers with their technology needs, troubleshoots issues across remote sites, and collaborates closely with internal teams as well as third‑party service providers.Responsibilities

• Work with BrightStar Technology Group to support and train all staff on their company-owned devices
• Design and implement solutions for end-user computing environments for modernization and scalability
• Deploy and maintain end-user computers, O365, and other productivity suites, using remote tools like Windows Autopilot, Intune, automation, PowerShell, and other solutions
• Maintain and regularly audit an accurate inventory of machines and equipment using different tools. Maintains documentation of environment and processes
• Support and troubleshoot technology and network assets via support tickets
• Complete IT projects as assigned
• Offer a higher standard of support for all customers
• Complete other duties as assigned

Required SkillsEDUCATION

• Bachelor’s degree in computer technology or similar field preferred

EXPERIENCE

• A minimum of 7 years of experience in supporting and troubleshooting users in a corporate environment

SKILLS/ABILITIES

• Technical skills – Windows OS, O365, remote management software like Intune and N-Able RMM, AV/ EDR software, troubleshooting of Windows, Mac, printers, Wi-Fi, basic network and VPN, working with virtual desktop technologies
• Customer Service: Responds promptly to customer requests for service and assistance; addresses difficult or emotional customer situations; solicits customer feedback to improve service
• Superb time management skills; meets deadlines
• Excellent organizational skills with ability to prioritize tickets. Organizes or schedules time to balance working on tickets vs. IT projects, vs. other tasks
• Adaptability: Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; ability to deal with change, delays, or unexpected events

WORKING CONDITIONS

• Hybrid for the corporate office in Bannockburn, IL or Remote with preference to candidates within the Greater Chicago IL area
• Work environment – Fast-paced, collaborative, and dynamic work environment with a focus on teamwork, communicating, and meeting tight deadlines
• Applicants must be legally authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship