Sr. Desktop Support Technician (Onsite)

**This position is fully onsite - working between Pontiac and Ypsilanti, MI locations** The Sr. Desktop Support Tech is responsible for providing direct end-user support across the organization. This role involves advanced hardware and software troubleshooting and problem resolution, setting up devices, user account management, and implementing proactive IT service improvements to ensure optimal end-user productivity and minimal downtime. Key Responsibilities Technical Support & Troubleshooting * Manages and maintains user accounts, group policies, and access permissions. * Utilizes remote management tools to support users across multiple sites or in remote work environments. *Performs system imaging, deployment, and recovery for Windows and iOS devices. System Administration * Manages and maintains user accounts, group policies, and access permissions. * Supports and administers enterprise applications such as Microsoft 365, CATO, Egnyte, and JamF. *Ensures systems are compliant with security policies, applying patches and updates promptly. * Accomplishes information systems and organization mission by completing related results as needed. * Contributes to endpoint lifecycle management — procurement, deployment, upgrades, and decommissioning. *Maintains inventories and audit licenses. *Recommends, researches, and tests new platforms and hardware. *Keeps the environment secure by applying cybersecurity best practices. *Equipment procurement. *Inventory management. Customer Service & Communication *Provides exceptional customer service and clear communication to technical and non-technical users. *Trains and assists with onboarding of new employees. Required Qualifications *Associate or bachelor's degree in information technology, or related field (or equivalent experience). *10 years experience in desktop support or IT systems administration. *Advanced knowledge of: *Windows, iOS, and common business applications. *Microsoft 365 administration and troubleshooting. *Endpoint management. *Network fundamentals. Key Competencies *Strong analytical and problem-solving skills. *Excellent communication and interpersonal abilities. *High attention to detail and documentation discipline. *Ability to work independently and manage multiple priorities. *Customer-focused mindset. *Ability to travel as needed.