Senior Desktop Support Specialist, Information Technology
Apply NowCompany: ServiceLink
Location: Plano, TX 75025
Description:
Overview
Are you motivated to take your experience to the next level? ServiceLink, the unmatched mortgage industry leader, is in search of a sharp, customer service oriented Senior Desktop Support Specialist. The ideal candidate will be a highly skilled professional with expertise in Windows Virtual Desktop, Audio/Visual (A/V) technologies, and project management to join our dynamic IT team. The candidate will provide advanced technical support, manage projects, and ensure the seamless integration and operation of technology solutions. If you thrive on being part of a high-performance team, we encourage you to apply today. This is an exciting time to join ServiceLink, where you will enjoy an entrepreneurship culture which drives innovation.
**This is an in-office role, supporting ServiceLink's Texas offices. Candidates must be located within reasonable commuting distance of Plano, TX and Irving, TX and must be willing and able to commute to either location on a daily basis, as needed. The long-term primary location for this role is expected to be in Plano, TX, but candidates must also be willing and able to commute to and support the Irving, TX office for as long as necessary.
A DAY IN THE LIFE
In this role, you will...
Respond to and resolve complex technical support tickets related to A/V systems, including video conferencing equipment, sound systems, and display technologies
Lead or assist in the setup, configuration, and maintenance of A/V equipment in various settings, from conference rooms to specialized event spaces. Diagnose and repair A/V hardware and software issues
Document procedures, configurations, and troubleshooting steps for future reference, as well as mentor junior team members and share expertise to elevate team performance
Diagnose/resolve end-user problems including recognition, isolation, research of software/hardware errors/features if required and problem resolution
Lead the planning and execution of IT projects related to the Desktop Support team, to include the development of project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility
Manage project timelines and resources, providing regular updates to team members and stakeholders while ensuring effective communication across project teams and with end-users
Serve as the primary technical contact for key executives and employees, ensuring the highest levels of customer satisfaction through excellent service delivery
Troubleshoot and resolve issues related to WVD performance, connectivity, and user access
Execute planned and unplanned infrastructure downtime activities as required
Participate in annual end-user desktop hardware upgrade projects
Assist in maintaining the LAN/WAN infrastructure on a day-to-day basis
Monitor the infrastructure to identify/resolve issues
Respond to escalated end-user issues
WHO YOU ARE
You possess ...
Technical Degree or equivalent preferred
5 to 7 years of relevant technical work experience
Strong understanding of Microsoft technologies, particularly Azure, Windows Server, and WVD
Hands-on experience with various A/V technologies and systems integration
Knowledge of network protocols and infrastructure relevant to WVD and A/V systems
Excellent problem-solving skills and ability to manage multiple projects simultaneously
Strong communication skills, both written and verbal
Responsibilities
Diagnose and resolve connectivity issues, application deployment problems, and user access rights within WVD
Handle escalated support tickets requiring in-depth knowledge of WVD
Develops expert understanding of PC hardware, software, internal software and associated technologies
Diagnoses/resolves end-user problems including recognition, isolation, research of software/hardware errors/features if required and problem resolution
Responding to escalated end-user issues
Install, test, and calibrate A/V equipment for conference rooms, training rooms, and other specialized environments
Regular maintenance checks to ensure all a/v systems are operational
Diagnose and fix issues with microphones, speakers, video conferencing units, and control systems
Manage firmware updates and software patches for A/V equipment
Conduct training sessions for staff on how to use A/V equipment effectively
Provide first and second-line support for A/V issues, coordinating with external vendors if necessary
Participate in maintenance activities geared to ensuring the health and availability of infrastructure equipment
Providing problem analysis and support to ensure proper escalation during outages or periods of degraded infrastructure performance
Moves employee equipment
Organizes and maintains equipment inventory levels
Analyzes and evaluates PC hardware and software
Track all work in ServiceNow as directed
Frequently lifts, carries, or otherwise moves and positions objects weighing up to 50 pounds
Provides support utilizing all available tools including remote control technologies
Assists in the coordination and execution of planned and unplanned infrastructure downtime activities as required
Grasps concepts and develops skill set
Applies learning on a supervised basis
Travel may be required
All other duties as assigned
Qualifications
Technical degree or equivalent preferred
5-7 years of relevant technical work experience
Experience in a Windows 10, Windows 11, and Mac OS X environment
Experience with Office 365 and above
Experience with multiple hardware platforms
Experience supporting a wide range of current-gen A/V equipment in an office environment
Experience with iOS and Android mobile platforms
Strong understanding of and experience with Microsoft technologies; particularly Azure, Windows Server, and WVD
Effective problem-solving skills
Customer service skills
Detail oriented
Sound analytical skills
Ability to multitask
Collaborative/enjoys working in teams
Highly productive in a fast-paced environment
Are you motivated to take your experience to the next level? ServiceLink, the unmatched mortgage industry leader, is in search of a sharp, customer service oriented Senior Desktop Support Specialist. The ideal candidate will be a highly skilled professional with expertise in Windows Virtual Desktop, Audio/Visual (A/V) technologies, and project management to join our dynamic IT team. The candidate will provide advanced technical support, manage projects, and ensure the seamless integration and operation of technology solutions. If you thrive on being part of a high-performance team, we encourage you to apply today. This is an exciting time to join ServiceLink, where you will enjoy an entrepreneurship culture which drives innovation.
**This is an in-office role, supporting ServiceLink's Texas offices. Candidates must be located within reasonable commuting distance of Plano, TX and Irving, TX and must be willing and able to commute to either location on a daily basis, as needed. The long-term primary location for this role is expected to be in Plano, TX, but candidates must also be willing and able to commute to and support the Irving, TX office for as long as necessary.
A DAY IN THE LIFE
In this role, you will...
Respond to and resolve complex technical support tickets related to A/V systems, including video conferencing equipment, sound systems, and display technologies
Lead or assist in the setup, configuration, and maintenance of A/V equipment in various settings, from conference rooms to specialized event spaces. Diagnose and repair A/V hardware and software issues
Document procedures, configurations, and troubleshooting steps for future reference, as well as mentor junior team members and share expertise to elevate team performance
Diagnose/resolve end-user problems including recognition, isolation, research of software/hardware errors/features if required and problem resolution
Lead the planning and execution of IT projects related to the Desktop Support team, to include the development of project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility
Manage project timelines and resources, providing regular updates to team members and stakeholders while ensuring effective communication across project teams and with end-users
Serve as the primary technical contact for key executives and employees, ensuring the highest levels of customer satisfaction through excellent service delivery
Troubleshoot and resolve issues related to WVD performance, connectivity, and user access
Execute planned and unplanned infrastructure downtime activities as required
Participate in annual end-user desktop hardware upgrade projects
Assist in maintaining the LAN/WAN infrastructure on a day-to-day basis
Monitor the infrastructure to identify/resolve issues
Respond to escalated end-user issues
WHO YOU ARE
You possess ...
Technical Degree or equivalent preferred
5 to 7 years of relevant technical work experience
Strong understanding of Microsoft technologies, particularly Azure, Windows Server, and WVD
Hands-on experience with various A/V technologies and systems integration
Knowledge of network protocols and infrastructure relevant to WVD and A/V systems
Excellent problem-solving skills and ability to manage multiple projects simultaneously
Strong communication skills, both written and verbal
Responsibilities
Diagnose and resolve connectivity issues, application deployment problems, and user access rights within WVD
Handle escalated support tickets requiring in-depth knowledge of WVD
Develops expert understanding of PC hardware, software, internal software and associated technologies
Diagnoses/resolves end-user problems including recognition, isolation, research of software/hardware errors/features if required and problem resolution
Responding to escalated end-user issues
Install, test, and calibrate A/V equipment for conference rooms, training rooms, and other specialized environments
Regular maintenance checks to ensure all a/v systems are operational
Diagnose and fix issues with microphones, speakers, video conferencing units, and control systems
Manage firmware updates and software patches for A/V equipment
Conduct training sessions for staff on how to use A/V equipment effectively
Provide first and second-line support for A/V issues, coordinating with external vendors if necessary
Participate in maintenance activities geared to ensuring the health and availability of infrastructure equipment
Providing problem analysis and support to ensure proper escalation during outages or periods of degraded infrastructure performance
Moves employee equipment
Organizes and maintains equipment inventory levels
Analyzes and evaluates PC hardware and software
Track all work in ServiceNow as directed
Frequently lifts, carries, or otherwise moves and positions objects weighing up to 50 pounds
Provides support utilizing all available tools including remote control technologies
Assists in the coordination and execution of planned and unplanned infrastructure downtime activities as required
Grasps concepts and develops skill set
Applies learning on a supervised basis
Travel may be required
All other duties as assigned
Qualifications
Technical degree or equivalent preferred
5-7 years of relevant technical work experience
Experience in a Windows 10, Windows 11, and Mac OS X environment
Experience with Office 365 and above
Experience with multiple hardware platforms
Experience supporting a wide range of current-gen A/V equipment in an office environment
Experience with iOS and Android mobile platforms
Strong understanding of and experience with Microsoft technologies; particularly Azure, Windows Server, and WVD
Effective problem-solving skills
Customer service skills
Detail oriented
Sound analytical skills
Ability to multitask
Collaborative/enjoys working in teams
Highly productive in a fast-paced environment