The Desktop Administrator II (“Desktop Administrator”) maintains and manages distributed desktop and laptop systems and software, including, but not limited to, installation, configuration, preventive maintenance, operation, and problem-resolution activities. This role also includes responsibilities related to deployment planning and execution, ensuring systems are efficiently rolled out and configured according to organizational standards.

Requirements

• Education and Experience:
  • High-school diploma or GED required.
  • 3-5 years of desktop support experience in a corporate or enterprise environment, supporting both Windows and macOS devices preferred.
• Computer Skills:
  • Strong technical troubleshooting skills are required, with working knowledge of Windows 11, macOS, and Microsoft 365 applications (Outlook, Word, Excel, and OneDrive).
  • Experience supporting collaboration and conferencing tools such as Zoom and Microsoft Teams is also required.
  • Hands-on experience with ticketing systems such as Ivanti or ServiceNow, remote support platforms like Ivanti Neurons or TeamViewer, and endpoint management tools such as Microsoft Intune and SCCM.
  • A solid understanding of Active Directory for user and device management is expected.
  • Familiarity with device encryption (e.g., BitLocker), basic network troubleshooting, software deployment, firmware updates, and secure imaging best practices are highly preferred.
  • Exposure to PowerShell scripting and automation tools is a plus.
• Certificates and Licenses:
  • A valid driver’s license is required due to occasional travel and on-site support.
  • Industry certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate are preferred.
  • Certifications in ITIL Foundation or Jamf 200 (for macOS environments) are considered a plus.
  • Exposure to security or network-focused training, such as CompTIA Network+ or Security+ are beneficial.

Responsibilities

• People:
  • Provides Tier 1-2 helpdesk support in an enterprise computing environment of 6,000+ users.
  • Participates in team knowledge sharing and informal cross-training efforts.
  • Offers guidance and peer mentorship to Team Members.
  • Troubleshoots and resolves technical issues up to VP-level Team Members with professionalism, positivity, and urgency.
  • Participates in cross-training and knowledge sharing with Team Members.
  • Participates in the Desktop Administration on-call support rotation as needed.
• Client:
  • Responds to support tickets and service requests via collaboration tools using phone, ticketing systems, and remote tools.
  • Supports both remote and in-office users, ensuring resolution within SLA targets.
  • Assists with desktop software deployments, imaging, application installations, and patching.
  • Helps track and maintain hardware assets and inventory records.
  • Supports end-user onboarding and workstation setups, including office moves and hardware swaps.
• Value:
  • Performs diagnostics, imaging, and repair of desktops, laptops, and peripheral devices such as monitors and printers.
  • Supports office moves and equipment relocations, including workstation reconnects and peripheral configuration.
  • Ensures endpoints are compliant with Firm standards for security, firmware, patching, antivirus, and encryption.
  • Maintains current BIOS/firmware and standard software versions on supported devices.
  • Collaborates with cross-functional infrastructure and network teams during escalated troubleshooting or upgrades.
  • Contributes to process improvement and efficiency through documentation, automation support, and ticket trend analysis.
  • Assists in hardware inventory management and lifecycle tracking of firm-owned equipment.
  • Adheres to Firm policies, including software licensing, data handling protocols, and privacy regulations (e.g., GDPR).
  • Other duties as assigned.

Benefits

• Competitive Compensation and Benefits
• Home Office Stipend
• Business Connectivity Reimbursement (Phone/Internet)
• Gym Membership or Equipment Reimbursement
• LinkedIn Learning Subscription
• Flexible Work Environment
• Tuition Reimbursement After One Year of Service
• Accelerated Career Path
• Award-Winning Culture & Community Outreach

About Ryan

Contact

This position has no supervisory responsibilities.