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All Lines Technology · 2 days ago

Senior Desktop Support Technician

Pittsburgh, PA

Full-time

Onsite

Senior Level, Lead/Staff

3+ years exp

All Lines Technology is seeking a Senior Desktop Support Technician to oversee the daily operations of the Desktop Support team while providing advanced technical support. This role is responsible for ensuring high-quality service delivery, mentoring technicians, and driving continuous improvement in service performance and end-user satisfaction.

Information ServicesInformation Technology

H1B Sponsor Likely

Responsibilities

Serve as the primary point of contact for Desktop Support Technicians for technical and procedural guidance

Mentor and coach technicians to improve troubleshooting skills, communication, and efficiency

Assist with scheduling, task assignment, and workload distribution

Ensure team adherence to IT policies, processes, and service-level expectations

Monitor ticket queues, proactively identify bottlenecks, and drive timely resolution

Collaborate with IT management to identify areas for improvement and recommend solutions

Provide advanced troubleshooting for desktops, laptops, tablets, peripherals, software, and user profiles

Act as an escalation point for complex incidents and determine when issues should be elevated to Tier 2/3

Perform root-cause analysis on recurring issues and recommend preventative measures

Maintain strong knowledge of supported platforms, tools, and services

Assist in the rollout of new hardware, software, or technology initiatives

Ensure technicians accurately document all incidents, resolutions, and steps taken

Maintain and update knowledge base articles to support consistent, repeatable fixes

Communicate clearly with users at all technical levels and provide follow-up when needed

Represent the support team professionally in cross-department communication

Help drive team performance toward goals for ticket response, resolution time, and customer satisfaction

Participate in ongoing training and encourage skill development across the team

Contribute to process improvement efforts and standard operating procedure enhancement

Qualification

Desktop support experienceCompTIA A+ certificationNetworking conceptsApple device supportRMM tools experienceCustomer service skillsTroubleshooting skillsLeadership skillsCommunication skillsAttention to detail

Required

Associate's Degree required; Bachelor's Degree preferred or equivalent experience

3–5 years of experience in a desktop support, service desk, or IT support environment

Strong customer service, communication, and troubleshooting background

Strong ability to diagnose desktop, laptop, tablet, and peripheral issues

Solid understanding of networking concepts, including wireless, DHCP, DNS, and VPN basics

Proven ability to follow and enforce documented procedures and troubleshooting steps

Strong leadership, communication, and interpersonal skills

Ability to manage multiple tasks, prioritize effectively, and handle escalated issues

High attention to detail—especially when documenting tickets and coaching others

Ability to work independently while supporting a team-oriented environment

Preferred

Experience providing technical guidance, mentorship, or team coordination preferred

Experience supporting Apple devices is a plus

CompTIA A+, Network+, Microsoft certifications, HDI, or ITIL preferred

Experience with RMM tools such as N‑Able or PRTG is a plus

Company

All Lines Technology

All Lines Technology is a leading provider of enterprise technology solutions and services

Founded in 1988

Cranberry Twp, Pennsylvania, USA

201-500 employees

https://all-lines-tech.com/

H1B Sponsorship

All Lines Technology has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2021 (1)