Senior Desktop Support Technician

Johnson Service Group is recruiting for a Senior Desktop Support Technician to provide advanced Tier 2 / Tier 3 end-user support across the enterprise. Location: Near Lake Okeechobee (33440) Direct HIRE Opportunity This person will support approximately 2,000 employees and must be highly skilled and customer focused. This role is designed for an experienced technician with 5–8 years of hands-on desktop support experience and strong working knowledge of Microsoft 365, Microsoft Intune, Azure / Entra ID. Serves as a technical escalation point, mentor to junior staff, and key contributor to endpoint management, security, and modernization initiatives. The ideal candidate is proactive, detail-oriented, and capable of resolving complex technical issues while delivering a high level of customer service in a fast-paced enterprise environment. Key Responsibilities: Provide advanced Tier 2 and Tier 3 support for desktops, laptops, mobile devices, peripherals, and enterprise applications via remote and on-site support. Install and configure software, including Microsoft Office and company-specific applications, and resolve related technical problems. Administer and support Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and Office applications Serve as the primary escalation point for Tier 1 support, providing clear communication, timely updates, and high-quality customer service, while ensuring issues are fully resolved through employee follow up and feedback Record, document, and close all technical issues in the helpdesk system. Manage onboarding/offboarding processes, including new hire setups, employee terminations, and relocations. Support Windows and SAP account management for employees. Maintain and track inventory of all computer hardware and assets. Continuously grow knowledge of help desk procedures, IT products, and company services. Participate in a rotating on-call schedule, providing after-hours, weekend, and holiday support (overtime pay provided). Qualifications: Strong Knowledge of Microsoft products, including Windows 7, Windows 10, Windows 11, Microsoft Office (2013, 2016, 2019) and the M365 Suite. Advanced working knowledge of, hardware, and IT systems, with the ability to diagnose, troubleshoot, and resolve complex issues beyond Tier 1 support Strong analytical and problem-solving skills. Ability to work independently and in a team environment. Strong multitasking abilities and excellent organizational skills. Exceptional customer service skills with a focus on communication and documentation. Must be able to lift and carry 40lbs Experience: 5-8 years in a similar role. Education/Certifications: Degree in Information Technology or relevant certifications (e.g., A+, Network+, Security+, Microsoft certifications). ** Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. #D600