Senior Desktop Support

Role: Senior Desktop Support
Position Type: Full-Time Contract (40hrs/week)
Contract Duration: Long Term
Work Hours: US Time
Work Schedule: 8 hours/day (Mon-Fri) Including on-call support and work on weekends to deploy changes
Location: 100% Remote (Candidates can work from anywhere in India)

Must-Have: hands-on experience with SCCM, GPO management and PowerShell scripting (both creation and understanding)

The Senior Desktop Support is responsible for managing comprehensive solutions for desktop and endpoint support. This role involves efficient patch management, remote troubleshooting, and robust vulnerability management. The Senior Desktop Support will collaborate with IT teams to enhance endpoint security, streamline support processes, and ensure a high level of operational efficiency and user satisfaction.

Position Responsibilities

• Comprehensive desktop support solutions, including patch management, remote support infrastructure, and vulnerability management frameworks.
• Create and maintain detailed documentation for desktop support, processes, and standards.

Endpoint Management:

• Strategies for effective patch management and software updates across the organization's endpoints.
• Oversees the deployment of endpoint management solutions, ensuring all devices are up-to-date and secure.

Remote Support Solutions:

• Remote support systems and tools to facilitate efficient troubleshooting and problem resolution.
• Enforce best practices for remote support processes, ensuring quick resolution of end-user issues while maintaining high user satisfaction.
• Remote support capabilities with existing IT infrastructure to streamline operations.

Vulnerability Management:

• Design and implement strategies for vulnerability management and remediation across desktop environments.
• Develop and oversee processes for identifying, assessing, prioritizing, and addressing vulnerabilities in endpoint devices.
• Coordinate with IT security teams to ensure timely and effective remediation of endpoint vulnerabilities.
• Conduct regular vulnerability assessments and integrate findings into desktop support and security strategies.

Collaboration and Leadership:

• Work closely with IT teams, including network and security engineers, to align desktop support strategies with overall IT goals.
• Provide guidance and training to desktop support staff and end-users on new technologies, processes, and best practices.
• Improving desktop support and endpoint management, including vulnerability remediation efforts.

Documentation and Reporting:

• Maintain comprehensive documentation for desktop support architectures, processes, and issue resolution protocols.
• Generate and present reports on desktop support performance, patch compliance, and vulnerability management to senior management.
• Continuously review and update documentation to reflect changes in technology and organizational needs.

Minimum Qualifications:

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Experience: Minimum of 5-7 years of experience in desktop support, or a related field, with a focus on endpoint management and support solutions.
• Certifications: Relevant certifications such as Microsoft Certified: Modern Desktop Administrator Associate, CompTIA Security+, or Certified Information Systems Security Professional (CISSP) are preferred.

Technical Skills:

• Advanced knowledge of desktop operating systems (Windows, macOS) and endpoint management tools.
• Experience with remote support technologies and architecture.
• Strong understanding of vulnerability management processes and tools, including vulnerability assessment and remediation.

Soft Skills:

• Excellent analytical and problem-solving skills.
• Strong leadership and project management abilities.
• Effective communication and collaboration skills.

Working Conditions:

• Hours: full-time position with on-call support and work on weekends to deploy changes