Senior IT Service Desk Technician
Washington, DC
Summary
Seeking a Senior IT Service Desk Technician with strong experience in enterprise desktop support, Microsoft endpoint management, Azure Virtual Desktop (AVD), SCCM/MDT, and SharePoint administration. Candidate should provide Tier 2/3 support, manage enterprise applications, mentor junior staff, and drive IT process improvements.
Required Skills
- 5+ years of IT Service Desk / Technical Support experience
- 2+ years in a senior or lead support role
- Strong hands-on experience with:
- Microsoft Intune
- SCCM & MDT
- SharePoint Administration
- Azure Virtual Desktop (AVD)
- Windows OS & Microsoft Office Suite
- Experience supporting enterprise applications such as Adobe Acrobat, ProLaw, FMSystem, FS Pro, and Learning Depot
- Desktop/laptop troubleshooting, imaging, deployment, and hardware support
- Experience with PIV certificate support and authentication troubleshooting
- Strong Tier 2/Tier 3 troubleshooting skills
- Excellent customer service and communication skills
- Ability to work independently and within a team environment
Preferred Skills
- Microsoft Certified: Modern Desktop Administrator Associate
- Azure certification (AZ-900 or higher)
- Azure Active Directory knowledge
- PowerShell scripting and automation experience
Key Responsibilities
- Manage and support Intune, SCCM, MDT, SharePoint, and AVD environments
- Provide Tier 2/3 technical support for enterprise users
- Perform software deployment, patching, and system imaging
- Support desktops, laptops, mobile devices, and peripherals
- Maintain Tech Excel ticketing workflows and reporting
- Create SOPs, documentation, and knowledge base articles
- Mentor junior service desk technicians
- Improve IT support processes and automation initiatives
