Senior Support Engineer

Senior Service Desk Support Engineer & Lead

• Answer customer requests via telephone, email, or ticketing system in a professional manner.

• Log all incidents and service requests accurately in the incident tracking system.

• Provide first-level troubleshooting and resolution for:

  • Personal computing hardware.

  • Microsoft Windows and MS Office Suite.

  • Client access and business/clinical applications.

  • Miscellaneous PC software programs.

• Isolate issues, determine root causes, and execute corrective actions to restore services efficiently.

• Minimize escalations by resolving issues within scope of access and expertise.

• Escalate unresolved issues to Level 2/3 support with complete and accurate documentation.

• Provide mentoring, guidance, and technical assistance to Service Desk Analysts.

• Act as the primary escalation point for complex or high-priority issues.

• Collaborate with management to set measurable goals for the Service Desk and ensure team performance meets targets.

• Ensure adherence to established SLAs and quality standards.

• Promote a culture of customer focus, accountability, and continuous improvement.

• Create, update, and maintain troubleshooting procedures and knowledge base articles.

• Work with cross-functional teams to avoid repeat escalations.

• Participate in audits, quality checks, and compliance-driven activities.

• Assist in IT projects, system rollouts, and process improvements as assigned by management.

• Partner with other IT support teams to ensure high levels of customer satisfaction.

• Proactively identify opportunities to enhance the end-user support experience.

• Monitor feedback and drive initiatives for continuous improvement.

The following activities are excluded from this role s responsibilities:

• Level 2 & 3 Support activities.

• Enhancements, development, or fixes requiring access to product code (handled by product vendors).

• Hardware break-fix activities, software/media backups, and device-related issues.

• Production server installations or deployments.

• Changes to external systems.

• Support for Epic accounts or application-related questions.

• Bachelor s degree in Computer Science, Information Technology, or related field (preferred).

• 5+ years of experience in IT Service Desk/End User Support, with at least 2 years in a senior or lead role.

• Strong knowledge of Microsoft Windows, MS Office Suite, and common business applications.

• Excellent troubleshooting skills for hardware/software issues.

• Familiarity with ITIL processes (Incident, Problem, Change Management).

• Exceptional communication and interpersonal skills.

• Proven ability to lead, mentor, and motivate a support team.

• Strong documentation and process management abilities.

• Technical Expertise:

• Leadership:

• Customer Focus:

• Collaboration:

• Accountability: