Hybrid Senior Desktop Support Technician

at Allegheny County

• Job title: Senior Desktop Support Technician
• Job type: Full Time
• Experience level: Senior
• Salary: $60,000 per year
• Degree requirement: Associate's Degree
• Tech skills: Azure
• Location requirements: Hybrid, Pittsburgh, United States

About the role

• Senior Desktop Support Technician managing DHS desktop computing environment and peripherals. Providing advanced end user support and maintenance in a hybrid role across Allegheny County.

Responsibilities

• Serve as the senior escalation point for complex endpoint issues and restore service quickly.
• Troubleshoot and resolve workstations, mobile device, peripheral, and Microsoft 365 desktop issues using remote and on-site support.
• Document and manage incidents, escalate when needed, and lead root cause analysis to reduce repeat issues.
• Coordinate vendor support cases and act as the technical liaison with clear user communication.
• Lead endpoint lifecycle work, including build standards, imaging, deployment, re-provisioning, and secure decommissioning.
• Install and maintain operating systems and standard applications, including update readiness and recovery actions.
• Administer endpoint management using Microsoft Intune, including enrollment, policies, configurations, and application deployment.
• Follow endpoint security and privacy practices and coordinate with the security team for suspected compromise.
• Maintain support documentation, playbooks, and knowledge articles. Mentor technicians and improve ticket quality.
• Support asset and warranty controls, improve inventory accuracy, and recommend endpoint hardware and peripherals.
• After-hours support as scheduled. Includes on-call rotation and incident response when required.
• Perform other duties assigned by the Desktop Support Team Lead and management.

Requirements

• Associate degree in Information Technology or a related field, or equivalent education and experience.
• Five years of progressive desktop support experience, including advanced troubleshooting and escalation support.
• Strong experience supporting Windows 11 endpoints, Microsoft 365 desktop applications, remote support tools, and mobile device troubleshooting.
• Hands-on experience with Microsoft Intune or a similar endpoint management platform, including enrollment, packaging, deployment, and policy support.
• Working knowledge of Azure AD or Microsoft Entra ID concepts, device registration, and access troubleshooting.
• Working knowledge of network fundamentals and common troubleshooting steps for connectivity issues.
• Strong customer service skills, including building user trust, setting expectations, and communicating clearly during incidents.
• Experience documenting incidents, tracking progress, and escalating issues using standard processes.
• Reliable vehicle and ability to travel to DHS offices across Allegheny County.

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Professional development opportunities