Senior Desktop Support Technician

Responsibilities

• Diagnose and resolve complex issues regarding hardware, software, operating systems (Windows/macOS), and mobile devices
• Identify, evaluate, and correct hardware, software, or operations problems
• Open, assign, and escalate support tickets based on importance and priority
• Monitor IT support ticket system to ensure proper ticket handling and SLA compliance
• Design and document Standard Operating Procedures (SOPs)
• Guide junior technicians, evaluate performance, and assist in departmental training
• Perform adds, moves, and changes of computer equipment

Requirements

• 3–5 years of experience in desktop support or a similar role
• Familiarity with desktop imaging software, specifically InTune
• Experience with Office 365 Tenant Administration
• Experience with IT ticket tracking systems, preferably ServiceNow
• Ability to handle multiple assignments with attention to detail
• Strong written and verbal communication skills
• Experience with Mac computers in a corporate environment is a plus

Preferred Qualifications

• Bachelor's degree in information technology, computer science, or a related field
• Microsoft Administration, Network Associate-level, or Information Security associate-level certification

About the Company

Alphatec Spine, Inc. is a medical technology company focused on spinal solutions.