Senior Desktop Technician

Overview
The primary responsibility of the Senior Desktop Technician is to collaborate closely with technical specialists, developers, and engineers to ensure prompt and effective resolution of complex technical problems. While this role will contribute at all levels of Helpdesk support to ensure the success of CG employees, it will have a focus in development and improvement of our support processes, automations, and knowledge base, which elevate the role of Senior Desktop support.

This role is located in our midtown Manhattan office and is based in-office Monday-Friday from 9:30 – 6:30pm.

Essential Job Functions

• Technical Expertise: Demonstrate advanced knowledge and expertise in a wide range of IT systems, applications, and technologies. Possess in-depth understanding of complex networking, operating systems, software applications, hardware configurations, and security protocols.
• Escalated Issue Resolution: Investigate, diagnose, and resolve escalated technical issues reported by Level 1 and Level 2 support teams in a timely and efficient manner. Provide detailed root cause analysis and documentation for recurring issues.
• Customer Support: Deliver exceptional customer service by promptly responding to technical inquiries, providing clear explanations, and guiding end-users through issue resolution.
• Collaboration: Work closely with cross-functional teams, including engineering, development, and product teams, to resolve complex technical challenges and improve product quality.
• Documentation: Maintain comprehensive and accurate records of technical issues, troubleshooting steps, and resolutions in our ticketing and knowledge base systems.
• Process Improvement: Identify areas for process improvement and automation in the support workflow to increase efficiency and enhance the customer experience.
• Training and Mentoring: Mentor and provide guidance to Level 1 and Level 2 support technicians, sharing your technical knowledge and best practices.
• Knowledge Sharing: Contribute to the organization's knowledge base by creating and updating technical documentation, troubleshooting guides, and FAQs.
• Incident Management: Participate in Helpdesk and after hours on-call rotations and handle critical incidents as required, ensuring minimal service disruption and rapid issue resolution.
• All Functions: Performs all functions as assigned by management.

Education Requirements
Bachelor’s degree required; computer science or information technology preferred.

Required Experience

• Minimum of 3 years of experience in a level 2 technical support role, with a focus on resolving complex issues as a Level 2 support specialist.
• Experience developing automation solutions via scripting methods (PowerShell, Python, Batch).
• Experience managing assets in Microsoft Endpoint Manager & Microsoft Configuration Manager.
• Experience managing and troubleshooting in-place upgrades of Windows operating systems (client/server).
• Experience working with and troubleshooting Windows Autopilot, Microsoft 365 suite (OneDrive /Teams/Defender).

Required Knowledge, Skills & Abilities

• Technical Skills: Proficiency in troubleshooting and resolving issues related to networking, servers, operating systems (Windows, Linux), databases, cloud services, and security protocols.
• Analytical Thinking: Strong problem-solving and analytical skills to diagnose complex technical issues effectively.
• Communication: Excellent verbal and written communication skills to interact with technical and non-technical stakeholders professionally.
• Customer Focus: A strong commitment to providing exceptional customer service and a customer-centric mindset.
• Adaptability: Ability to thrive in a dynamic and fast-paced environment, managing multiple tasks and priorities simultaneously.

Preferred Qualifications (Not required)
Certifications: Industry certifications such as CompTIA Network+, Microsoft Certified Solutions Expert (MCSE), Cisco Certified Network Professional (CCNP), Modern Desktop Administrator Associate Certificate (Exams MD-100 and MD-101) or equivalent are desirable.


Driven by your success
A career at Canaccord Genuity means working for a client-centric organization with a global reach across 10 countries.  We are driven to achieve for our clients, our shareholders and each other – our people and culture are at the heart of our success. No matter what your role, you have the opportunity to make a positive difference through your ideas and hard-work and be rewarded for your performance.  

Driven by diversity and inclusivity
Canaccord Genuity is committed to encouraging a diverse workforce and to promoting a respectful and inclusive culture in which everyone has the opportunity to thrive and realize their potential. We recognize that diversity across our business strengthens relationships, enables more innovative solutions for our clients, as well as creating a more stimulating place to work.
Building and developing a truly varied team of talented people from all walks of life is essential for tackling new global challenges, adapting to changing markets and appealing to an increasingly diverse client base.
 

Location: Manhattan

Salary: $90 - 110,000

Department: Corporate

Company: Canaccord Genuity LLC

Reference: 16265392

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General Inquiries USA

Please submit your resume for review.
 
 

Location: New york

Department: Capital Markets

Company: Canaccord Genuity LLC

Reference: 14273072

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