TAX – Sr Desktop Support Tech

About the Role

Virginia Tax is seeking a qualified and experienced Senior Desktop Support Technician to provide technical support for end-user computing environments. The ideal candidate will have strong hands-on experience with Microsoft Windows operating systems, desktop and laptop hardware, peripheral devices, network troubleshooting, laptop refresh projects, and enterprise endpoint management tools.

The successful candidate will be responsible for installing, configuring, maintaining, and troubleshooting computer systems, software applications, and hardware components. This role requires expertise in Microsoft SCCM/SMS, remote support tools, and Windows workstation support, along with excellent problem-solving and customer service skills.

Key Responsibilities

• Provide desktop and end-user technical support for Windows-based desktops, laptops, workstations, and peripheral devices.
• Install, configure, maintain, and troubleshoot Microsoft Windows 11 or higher operating systems.
• Support laptop refresh projects, including workstation replacement, device deployment, hardware upgrades, and end-user device configuration.
• Use Microsoft SCCM/SMS, Remote Desktop, Dameware, and other remote support tools to connect to, diagnose, and troubleshoot workstations.
• Install, configure, update, and troubleshoot software applications, operating systems, and enterprise desktop tools.
• Diagnose and resolve hardware and software issues involving desktops, laptops, monitors, docking stations, printers, and other peripherals.
• Troubleshoot device drivers, BIOS/UEFI configurations, system performance issues, and operating system errors.
• Provide technical support for Microsoft Office applications, Outlook, and Microsoft 365.
• Identify and resolve network connectivity issues affecting end-user devices and peripherals.
• Assist with software deployment, system updates, workstation configuration, and endpoint maintenance using SCCM/SMS.
• Perform root-cause analysis and apply effective troubleshooting techniques to minimize end-user downtime.
• Document technical issues, troubleshooting steps, and resolutions in accordance with established IT support procedures.
• Collaborate with IT teams to resolve technical issues and maintain reliable desktop computing services.
• Deliver excellent customer service through timely issue resolution, clear communication, and professional end-user assistance.
• Stay up to date with new technologies, desktop support tools, and IT best practices.

Required Skills and Qualifications

• Strong knowledge of Microsoft Windows operating systems, particularly Windows 11 or higher.
• Working knowledge of Microsoft Office, Outlook, and Microsoft 365 applications.
• Strong understanding of PC hardware, laptops, peripherals, and basic networking concepts.
• Hands-on experience with laptop refresh, workstation deployment, and desktop hardware replacement.
• Experience using Microsoft SCCM/SMS for workstation management and software deployment.
• Proficiency with remote support tools such as Remote Desktop and Dameware.
• Ability to install, configure, maintain, and troubleshoot hardware, software, and operating system issues.
• Strong knowledge of computer systems, device drivers, BIOS/UEFI, and hardware configuration.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong customer service, communication, interpersonal, and teamwork skills.
• Ability to work independently, prioritize support requests, and collaborate effectively with technical teams.
• Willingness to learn new technologies and adapt to evolving IT requirements.

Preferred Qualifications

• Experience in enterprise desktop support, IT service desk, end-user computing, or technical support environments.
• Familiarity with Microsoft Endpoint Configuration Manager (MECM), Microsoft Intune, and endpoint management practices.
• Experience with workstation imaging, application deployment, software patching, and device lifecycle management.
• Familiarity with IT service management (ITSM), incident tracking, and service request resolution.