Senior Desktop Technician

Overview Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. Quest strives to be the best of the very best in everything we do. We are fanatically customer-focused and are proud to support the most complex customers who have the highest IT demands in the world. It’s exciting, it’s rewarding, it’s hard work, and offers career and personal growth. At Quest Software, we build technology that simplifies IT management and strengthens cybersecurity resilience for organizations around the world. Our people are central to our success, and we are committed to delivering an HR experience that reflects our global footprint, growth mindset, and employee-first culture. As a member of the IT Global Desktop Team, the Senior Desktop Technician is responsible for delivering advanced technical support for Quest Software’s enterprise end-user computing environments in our US Austin physical office, as well as providing extended support globally. This role serves as a key escalation point for complex issues, ensures adherence to service levels, and contributes to operational excellence through process improvement, standardization, and knowledge sharing. The position combines strong hands-on technical expertise with a customer-focused approach to enable a high-quality employee experience. The hours are Monday to Friday, with an 8-hour workday, plus lunch and breaks, and a 7am start time. Some after-hours and weekend work may be required. This is an in-office position located in Austin, TX. Responsibilities • Identifies and initiates resolutions to client problems and concerns associated with office automation equipment, hardware and software to the client’s satisfaction• Provides second level support to the Quest Software IT Service Desk and responds to problem tickets in a timely and efficient manner• Receives, coordinates and installs desktop equipment and software according to department standards and procedures, and as needed• Interacts with the IT Service Desk and other IT Team personnel to provide timely information regarding problem tickets and their resolution• Maintains a positive working relationship with all enterprise departments to optimize working relationships and communication• Provides desktop visits to business clients to assess their problems, coordinate the right equipment/software to resolve problems or process service requests• Upholds the enterprise policy and procedures as well as recommends new and improved guidelines to ensure compatibility and better service to users of personal computers• Adheres to Service Level Agreements as outlined in the IT Service Desk and Desktop IT Policies and Procedures Qualifications • 6+ years of IT experience supporting end-user compute technologies and business users in a corporate enterprise environment• Proficiency with Microsoft desktop operating systems and desktop software…