Senior Desktop Support Engineer - The Hollister Group

Senior Desktop Support Engineer

Our client is a private investment firm based in Boston, MA looking to hire a Senior Desktop Support Engineer. This individual will serve as the highest-level escalation for complex technical problems once they have passed through the Tier 1 and Tier 2 support teams. The ideal candidate has a customer-focused mindset with a dedication to providing excellent support. This role requires 3 days per week onsite.

Responsibilities:

• Provide remote and on-site support to end users ensuring efficient resolution of issues
• Maintain desktop configurations, including updates, patches, and security settings
• Diagnose and resolve escalated technical issues related to hardware, software, and network environments
• Update knowledge base articles, support documentation, and troubleshooting guides
• Provide technical guidance and training to the support teams
• Identify the root cause of recurring technical problems and develop long-term solutions to prevent future issues
• Participate in or lead small-scale IT projects, such as system upgrades and migrations
• Work closely with network engineers, system administrators, and other IT teams to resolve cross-functional issues

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field
• 7+ years of experience in a technical support role
• Strong expertise in Windows operating systems (Windows 10/11)
• Experience in scripting languages such as PowerShell
• Experience with Microsoft Office 365, Active Directory, and Windows Group Policy management
• Familiarity with ITSM tools (e.g., ServiceNow) for ticket management
• Preffered certifications: Microsoft Certified: Modern Desktop Administrator, CompTIA A+, and Network+

Our Commitment to Diversity, Equity & Inclusion

The Hollister Group is an equal opportunity employer. We welcome and encourage applications from people who are under-represented in their respective occupation or position.