Job Title: Desktop Support Analyst

Job Summary:

United States Sugar Corporation is seeking a highly skilled and customer-focused Senior Desktop Support Technician to provide advanced Tier 2 / Tier 3 end-user support across the enterprise, supporting approximately 2,000 employees. This role is designed for an experienced technician with 5–8 years of hands-on desktop support experience and strong working knowledge of Microsoft 365, Microsoft Intune, Azure / Entra ID.

The Senior Desktop Support Technician serves as a technical escalation point, mentor to junior staff, and key contributor to endpoint management, security, and modernization initiatives. The ideal candidate is proactive, detail-oriented, and capable of resolving complex technical issues while delivering a high level of customer service in a fast-paced enterprise environment.

Key Responsibilities:

• Provide advanced Tier 2 and Tier 3 support for desktops, laptops, mobile devices, peripherals, and enterprise applications via remote and on-site support.
• Install and configure software, including Microsoft Office and company-specific applications, and resolve related technical problems.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and Office applications
• Serve as the primary escalation point for Tier 1 support, providing clear communication, timely updates, and high‑quality customer service, while ensuring issues are fully resolved through employee follow‑up and feedback
• Record, document, and close all technical issues in the helpdesk system.
• Manage onboarding/offboarding processes, including new hire setups, employee terminations, and relocations.
• Support Windows and SAP account management for employees.
• Maintain and track inventory of all computer hardware and assets.
• Continuously grow knowledge of help desk procedures, IT products, and company services.
• Participate in a rotating on-call schedule, providing after-hours, weekend, and holiday support (overtime pay provided).

Qualifications:

• Strong Knowledge of Microsoft products, including Windows 7, Windows 10, Windows 11, Microsoft Office (2013, 2016, 2019) and the M365 Suite.
• Advanced working knowledge of, hardware, and IT systems, with the ability to diagnose, troubleshoot, and resolve complex issues beyond Tier 1 support Strong analytical and problem-solving skills.
• Ability to work independently and in a team environment.
• Strong multitasking abilities and excellent organizational skills.
• Exceptional customer service skills with a focus on communication and documentation.
• Must be able to lift and carry 40lbs
• Experience: 5-8 years in a similar role.
• Education/Certifications: Degree in Information Technology or relevant certifications (e.g., A+, Network+, Security+, Microsoft certifications).