Senior Desktop Support Specialist
Location: Carlsbad, CA (Onsite)
Travel: Occasional local travel to client sites
Employment Type: Full-time
Compensation
$36.00–$42.00 per hour
About V.I. Experts
V.I. Experts is a managed IT and cybersecurity services provider focused on delivering responsive, high-quality support with a personal touch. We help organizations stay secure, productive, and confident in their technology.
Position Overview
We are seeking a Senior Desktop Support Specialist to join our Carlsbad-based team. This is a primarily onsite role supporting both internal operations and client environments, with occasional visits to nearby client offices.
This is a hands-on, customer-facing position providing advanced support for Windows and macOS computers, mobile devices, Microsoft 365, endpoint management, software applications, hardware, and network connectivity.
The Senior Desktop Support Specialist will own issues from initial diagnosis through resolution, communicate clearly with customers, maintain thorough documentation, and mentor less-experienced technicians.
The ideal candidate combines strong technical troubleshooting skills with patience, professionalism, accountability, and a genuine commitment to customer service.
Essential Duties and Responsibilities
- Provide advanced Tier 2 and Tier 3 support for desktops, laptops, mobile devices, operating systems, software applications, peripherals, and network connectivity.
- Diagnose and resolve complex hardware, software, Windows, macOS, Microsoft 365, and mobile-device issues.
- Investigate recurring problems, identify root causes, and recommend long-term corrective actions.
- Answer support calls and respond to tickets in a professional, timely, and customer-focused manner.
- Properly document, prioritize, assign, escalate, and manage support tickets based on urgency, impact, and established procedures.
- Take ownership of assigned issues and communicate regularly with customers regarding status, next steps, and expected resolution.
- Monitor IT support queues to ensure tickets are handled appropriately and service-level commitments are consistently met.
- Perform computer and user adds, moves, and changes, including device deployment, replacement, configuration, and decommissioning.
- Provision and manage endpoints using Microsoft Intune and related Microsoft endpoint-management technologies.
- Assist with Microsoft 365 tenant administration, user accounts, licensing, access, applications, and common service-related issues.
- Develop and maintain standard operating procedures, technical documentation, knowledge-base articles, and troubleshooting guides.
- Research unfamiliar technical issues and products, test potential solutions, and clearly document findings.
- Identify opportunities to improve system performance, support processes, security, and the customer experience.
- Make recommendations regarding future hardware, software, and technology enhancements.
- Mentor junior technicians, provide technical guidance, and assist with departmental training and knowledge sharing.
- Collaborate with other technical teams to resolve escalated issues and implement best practices for end-user computing environments.
- Maintain the confidentiality and security of customer, employee, and company information.
- Participate in occasional after-hours, weekend, or overtime work when business or customer needs require it.
Required Qualifications
- At least three years of progressively responsible desktop support, help desk, or end-user computing experience; five or more years is preferred.
- Strong troubleshooting experience with Windows desktops and laptops.
- Experience supporting Microsoft 365 in a business environment.
- Experience administering or supporting Microsoft Intune and modern endpoint deployment and management.
- Working knowledge of desktop hardware, software installation, operating systems, printers, peripherals, and mobile devices.
- Understanding of common networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and basic connectivity troubleshooting.
- Experience working within an IT service management or ticketing platform. Experience with ConnectWise PSA/Manage or ServiceNow is preferred.
- Excellent written and verbal communication skills.
- Strong customer-service and interpersonal skills, including active listening and effective questioning.
- Ability to explain technical issues and solutions in clear, business-friendly language.
- Ability to independently research, troubleshoot, and resolve unfamiliar technical issues.
- Strong organizational skills and the ability to manage multiple assignments without losing attention to detail.
- Demonstrated ability to prioritize work, meet deadlines, and follow issues through to completion.
- Ability to handle sensitive and confidential information securely and professionally.
Preferred Qualifications
- Experience supporting macOS computers in a corporate environment.
- Experience working for a managed service provider or supporting multiple customer environments.
- Experience with Microsoft Entra ID, Microsoft Autopilot, mobile-device management, and application deployment.
- Bachelor’s degree in information technology, computer science, or a related field. Equivalent professional experience will also be considered.
- Current certification, or active progress toward a certification, in one or more of the following areas:
- Microsoft 365 or Microsoft Endpoint Administration
- CompTIA A+, Network+, or Security+
- Cisco networking
- Associate-level information security
What Success Looks Like
A successful Senior Desktop Support Specialist will
- Take ownership of technical issues and drive them to a complete resolution.
- Provide a consistently professional and positive customer experience.
- Maintain accurate, timely, and detailed ticket documentation.
- Balance urgency with sound troubleshooting and security practices.
- Help junior technicians develop stronger technical and customer-service skills.
- Identify recurring issues and recommend improvements that reduce future support needs.
- Contribute to a collaborative team environment where information and knowledge are openly shared.
Compensation
The compensation range for this role is $36.00–$42.00 per hour ($74,880–$87,360 annually), depending on experience, qualifications, and internal equity.
Equal Employment Opportunity
V.I. Experts is an equal opportunity employer and complies with all applicable federal, state, and local employment laws.
