Sr Desktop Systems Support

Datasite is where deals are made. We provide the data rooms and SaaS technology used in M&A and other high-value transactions, to deliver projects in more than 170 countries. Carrying that success into the future is all about you. Your useful skills, your unusual experience, your unique ideas. Everyone here brings something unexpected. What’s yours? Invest your talents in us, and we’ll return the compliment.

**Job Description**:
The primary role of the Senior Desktop Systems Support technician is to support end-user-facing aspects of the corporate operation as it pertains to information technology. The Senior Desktop Systems Support technician is a key member of the corporate IT operations staff responsible for properly functioning IT components.

This is an in-office position with ability to work remote occasionally.

**Responsibilities**:

- Primary responsibility includes all desktop configurations and some hands-on server, network, telecom, and AV support.
- Manage timely escalation of customer issues by assigning appropriate priority levels and escalating as necessary to management contacts & owning the issue through completion.
- Provide senior-level service for any dispatched troubleshooting tickets as well as resolve & document local requests for assistance and deliver high-quality second-level service of the technology environment management of incident tickets, asset management & desktop service.
- Assist and support the Server Engineers with server issues, the Network Engineers with network issues, the Telecom Engineers with phone issues, and AV Engineers with AV and Conference Room issues.
- Support Mac and Windows computers, from hardware and OS troubleshooting to upgrades and repairs.
- Support to include but not limited to desktops, laptops, monitors, printers, mobile devices, software issues, and office equipment moves (PC, Monitors, Printers, Docks, Network cables, etc.)
- Deploy, receive, install, uninstall, upgrade, and support IT hardware and software.
- Coordination with other teams and vendors to accommodate specific site needs, which is intended to increase the productivity of Datasite’s employees.
- Build a working relationship with the Service Desk and other IT departments.

**Qualifications**:

- Associate degree or technical college certificate in a related field completed or in progress, or at least 5-7 years of related experience and/or training, or equivalent combination of education and experience or 5-7 years of Service Desk experience.
- Bilingual in English & Spanish
- Extensive knowledge and experience with Windows 7 - 11 and Mac OS X.
- Mobile device support experience with Androids, iPhones, iPads, etc.
- Excellent communication skills and customer service attitude.
- Ability to prioritize assignments and adjust accordingly as situations change.
- Strong organization, problem-analysis, and problem-solving skills is required.
- Understanding of WAN connectivity via TCP/IP, routers, HUBS & switches.
- Outstanding customer service skills as well as hands-on technical skills.
- A+ and HP Certification desired.
- Microsoft Certified Professional desired.
- ITIL Foundations preferred.

Physical Demands
- Ability to routinely lift 40 lbs. items (printer, monitor, PC, etc.) from the floor.
- This position may involve traveling between Datasite sites in other cities and states.
- Ability to travel and provide after-hours\on-call coverage on nights and weekends “as needed” basis with a demonstrated ability to provide hands-on and remote troubleshooting, support, and resolution of technical issues across several offices in a geographic area.