Cain Watters & Associates, LLC is seeking a Senior Desktop Support Technician to join our on-site team in Frisco, TX. The role focuses on delivering timely technical support, resolving hardware and software issues, and enhancing end-user experiences across the organization in a fast-paced environment. You will collaborate with the IT team to maintain smooth technology operations and support a productive workplace.
Responsibilities
- Promptly address and resolve end-user service requests via ticketing systems, email, or in-person support.
- Diagnose and troubleshoot issues related to desktop hardware, operating systems, business applications, and network connectivity to minimize downtime.
- Configure, maintain, and troubleshoot audio-visual systems for meetings, presentations, and virtual collaboration.
- Install, update, and patch software/applications to maintain security and compliance.
- Create and maintain clear, detailed documentation for processes, procedures, and technical resolutions to support team efficiency.
- Manage hardware and software inventories, ensuring accurate tracking and timely updates.
- Provide remote and on-site support, escalating to higher-tier IT staff for unresolved issues.
- Serve as a technical lead for desktop support initiatives, including hardware and software rollouts and system upgrades.
- Mentor and train junior IT staff to enhance team capabilities.
- Contribute to the development of IT policies, procedures, and best practices.
- Achieve and maintain SLA targets, including time to respond and time to resolve.
- Ensure high user satisfaction through timely and effective support.
- Monitor and respond to IT ticketing system alerts.
- Configure and manage user profiles, ensuring secure and efficient access to systems and applications.
- Assist in onboarding new employees by setting up workstations, accounts, and providing initial technology training.
- Conduct routine maintenance and updates for hardware and software to optimize performance and security.
- Configure, deploy, and support laptops, thin clients, docking stations, and peripherals to meet user needs.
- Research emerging technologies and solutions to support IT initiatives and improve operational efficiency.
- Guide users through setup and troubleshooting of multi-factor authentication to enhance security protocols.
- Provide user training and create resources to empower employees in using technology effectively.
- Collaborate with IT security teams to implement and maintain endpoint protection measures, such as antivirus software and encryption.
Requirements
- Educational background: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Preferred certifications: CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
- Demonstrated ability to lead cross-functional IT projects and collaborate with other IT teams.
- Exceptional customer service skills with a focus on delivering a positive end-user experience.
- Experience with Windows 11, Microsoft Office, and other common applications.
- Experience with desktop/laptop hardware and peripherals.
- Experience with IT ticketing, incident, change, project, and asset management tools.
- Proficiency with cloud-based platforms such as Microsoft 365 and Azure.
- Self-motivated problem solver with a passion for learning and adopting new technologies.
- Strong ability to interpret technical documentation and apply resources to resolve complex issues.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving skills with a proactive approach to identifying and resolving issues.
- Proven ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.
Technologies
- Windows 11
- Microsoft Office
- Microsoft 365
- Azure
- Antivirus software
- Encryption
Benefits
- Heavily subsidized medical insurance options
- Generous employer HSA contributions
- 100% employer-paid Short-Term Disability, Long-Term Disability, Accident, Basic Life Insurance, and Telehealth/Virtual Urgent Care/Whole Mental Health
- Dental and Vision plans
- Unlimited PTO
- Organization-paid holidays, including an extended Winter Break
- Safe Harbor 401k Plan
- Employer-paid professional dues, licenses, and renewals
- Continuing Education resources
- Family Planning Assistance Program and Paid Parental Leave
- Subsidized fitness programs
- Compensation range: Minimum $31.00/hr - Maximum $40.00/hr USD
Travel
No travel is required for this position.
Work Environment
This role operates in a clerical, office setting and routinely uses standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands
Must be able to lift up to 30 pounds. The role may involve setting up workstations with monitors, computers, laptops, and other hardware, and may require using ladders or crawling under desks to connect equipment.
Position Type and Hours
Full-time, non-exempt. Regular hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., with some flexibility and potential remote work pending management approval. Periodic evening and weekend hours may be required.
Compensation
Minimum $31.00/hr - Maximum $40.00/hr USD
