Sr. Desktop Support Specialist

At DC BLOX, we’re shaping the future of digital infrastructure. Our mission is to empower businesses with robust, secure, and reliable solutions that enable them to thrive in an increasingly connected world.

Founded on the principles of innovation, integrity, and customer-centricity, DC BLOX provides cutting-edge colocation, cloud services, and network solutions tailored to our clients' unique needs.

Our team is made up of passionate professionals dedicated to excellence. We foster a collaborative and inclusive workplace culture where every voice is valued and innovation is encouraged. Whether you’re an experienced industry veteran or just starting your career, DC BLOX offers a range of opportunities for growth and development.

Description Summary:

The Sr. Desktop Support Specialist serves as the front-line technical authority for end user computing, endpoint support, and workplace technology across DC BLOX. This role supports escalations, resolves complex technical issues, and ensures employees across corporate offices and operational sites can work securely and efficiently without disruption. Success in this role means delivering a high-touch support experience while maintaining standardized, secure, and well-documented Windows and macOS endpoint environments that scale with a fast-growing digital infrastructure company. This is a hands-on role in a mission-critical, fast-moving data center construction environment where responsiveness, ownership, and technical depth matter.

Essential Duties:

• Provide advanced desktop and end user support for Windows and macOS endpoints, Microsoft 365 applications, conferencing systems, printers, mobile devices, and workplace technologies.

• Support Service Desk incidents and problem tickets, driving issues through resolution while maintaining clear communication with end users and leadership.

• Standardize desktop configurations, deployment processes, and support procedures to improve reliability, security, and user experience.

• Support onboarding, offboarding, and employee lifecycle activities, ensuring accurate provisioning of devices, accounts, permissions, and collaboration tools.

• Document technical solutions, support procedures, asset records, and knowledge base articles to improve operational consistency and reduce recurring issues.

• Support office expansions, conference room deployments, site activations, and operational technology rollouts.

• Mentor Service Desk staff by reviewing ticket quality, sharing technical knowledge, and reinforcing customer-first support standards.

• Assist with inventory management, hardware standards, warranty coordination, vendor engagement, and asset lifecycle tracking.

• Support after-hours maintenance activities, executive support needs, and critical operational events as required.

• Other duties as assigned.

Education/Training/Experience:

• 3+ years of hands-on desktop support, endpoint administration, or Service Desk experience within a corporate IT environment.

• Strong expertise supporting Microsoft 365 technologies including Outlook, OneDrive, SharePoint, Entra ID/Azure AD, and endpoint authentication workflows.

• Proven experience administering Windows 11 and macOS devices, including Microsoft Intune, Autopilot, Apple Business Manager, device compliance policies, and endpoint security configurations.

• Strong troubleshooting skills across networking, VPN, wireless connectivity, printing, conferencing systems, and endpoint performance issues.

• Experience supporting executive leadership and handling high-priority incidents with professionalism, urgency, and discretion.

• Familiarity with ITSM platforms, ticket queue management, SLA tracking, and ITIL-based support processes.

• Experience documenting procedures, maintaining asset inventories, and contributing to operational standards and knowledge management.

• Ability to automate repetitive support tasks using PowerShell or similar scripting tools preferred.

• Experience supporting remote and mobile users, including VPN, MDM/mobile device enrollment, and connectivity troubleshooting across hybrid work environments.

• Strong communication and interpersonal skills with the ability to explain technical concepts clearly to non-technical users.

• Comfortable operating independently in a fast-moving environment while coordinating across different teams.

• Nice-to-have certifications: Microsoft 365 Certified: Modern Desktop Administrator Associate, MD-102, ITIL Foundation, CompTIA Network+, or Security+.