IT Desktop Support Specialist

Sunrise Senior Living offers an onsite IT role in McLean, VA with a supportive, multi-location IT environment. You will help end users stay productive through Tier 2 and Tier 3 desktop support, while partnering with teams across infrastructure, networking, security, and service desk. The pay range for this position is $25.54 - $31.92 per hour, and Sunrise may also offer discretionary and/or non-discretionary bonuses in addition to base compensation. Some benefits have eligibility requirements.

What you’ll be responsible for

• Deliver Tier 2 and Tier 3 technical support for end users, both onsite and remotely.
• Troubleshoot and resolve complex issues involving hardware, Windows 11, macOS, Microsoft 365, applications, access, VPN, wired and wireless networking, and printer or other peripherals.
• Own escalated incidents and service requests through resolution by meeting established response and resolution targets and communicating status to users and stakeholders.
• Assess and prioritize work based on urgency, business impact, security risk, and established support procedures.
• Maintain accurate ticket records in ServiceNow, documenting symptoms, troubleshooting steps, decisions, resolutions, and ticket status.
• Install, configure, deploy, and maintain desktop and laptop systems using approved imaging and provisioning technologies.
• Use endpoint-management and deployment platforms such as Microsoft Intune, Configuration Manager, Windows Autopilot, Jamf, or comparable tools.
• Troubleshoot Microsoft Entra ID or Active Directory authentication, multifactor authentication, account access, and device-registration issues in coordination with authorized identity teams.
• Support endpoint security, operating-system and application patching, encryption, and compliance remediation aligned with company standards.
• Perform root-cause analysis for complex or recurring issues, identify trends, and recommend durable solutions.
• Create and maintain technical documentation, standard operating procedures, and knowledge articles for support teams and end users.
• Coordinate equipment repair, replacement, warranty service, inventory updates, and lifecycle activities.
• Support IT projects such as hardware refreshes, software deployments, upgrades, office moves, and other technology initiatives.
• Provide conference room support at the corporate headquarters.
• Complete assigned required training and any training required by state/province or other regulating authorities applicable to the role.
• Perform other duties as assigned.

What you bring

• 4+ years of progressively responsible desktop support, endpoint support, or related IT experience, including hands-on Tier 2 or Tier 3 troubleshooting.
• Advanced experience supporting Windows 11 devices and Active Directory or Microsoft Entra ID environments.
• Hands-on support experience with HP, Dell, or comparable enterprise desktops and laptops.
• Experience supporting Microsoft 365 applications and common business applications.
• Working knowledge of TCP/IP, DNS, DHCP, VPN, wired and wireless networking, printing, and endpoint connectivity.
• Experience imaging or provisioning Windows devices using PXE, USB media, Windows Autopilot, or similar technologies.
• Experience using an IT service-management platform such as ServiceNow to manage incidents, service requests, SLAs, work notes, and knowledge base documentation.
• Strong analytical and troubleshooting skills, with the ability to prioritize and make decisions.
• Excellent written and verbal communication skills, including the ability to explain technical issues clearly to nontechnical users.
• Customer-service focus and strong interpersonal skills across all organizational levels.
• Ability to work independently, collaborate effectively, manage competing priorities, and adapt to new technologies and processes.
• Ability to lift, move, and install computer equipment weighing up to 50 pounds, with or without reasonable accommodation.

Benefits at Sunrise

• Medical, Dental, Vision, Life, and Disability Plans
• Retirement Savings Plans
• Employee Assistant Program / Discount Program
• Paid time off (PTO), sick time, and holiday pay
• myFlexPay offered to get paid within hours of a shift
• Tuition Reimbursement
• In addition to base compensation, Sunrise may offer discretionary and/or non-discretionary bonuses

Tools and technologies

• Windows 11, macOS, Microsoft 365
• ServiceNow
• Microsoft Intune, Configuration Manager, Windows Autopilot, Jamf
• Microsoft Entra ID, Active Directory, multifactor authentication
• TCP/IP, DNS, DHCP, VPN, PXE, USB media