Company Overview:

Neighborly® is the world’s largest home services franchisor, focused on repairing, maintaining, and enhancing homes and businesses. The company operates online platforms that connect consumers to service providers in their local communities that meet their rigorous standards as a franchisor across multiple service categories at Neighborly.com in the United States and Neighbourly.ca in Canada. More information about the company, and its franchise concepts, is available at Neighborlybrands.com and Neighborly® is an active member in the International Franchise Association (IFA), Canadian Franchise Association (CFA), British Franchise Association (BFA), and German Franchise Association (DFV) and is a founding company of the Veterans Transition Franchise Initiative (VetFran). Neighborly was named to the 2019 Inc. 5000 most successful privately-owned companies in America.

Job Title: Senior Desktop Support Technician

Department: IT

Position Overview:

The Senior Desktop Support Technician serves as an advanced technical resource within the Desktop Support team. This role bridges the gap between the Desktop Support Technician and the Lead Desktop Support Technician by combining strong hands-on technical expertise with mentorship, problem ownership, and operational influence.

The Senior Desktop Support Technician handles complex and escalated end-user issues, supports junior technicians through guidance and knowledge sharing, and contributes to continuous improvement of support processes, documentation, and tools. While this role does not carry formal people-management responsibilities, it is expected to demonstrate leadership through influence, technical depth, and accountability.

Primary Responsibilities:

• Deliver Tier 2/3 end-user support, resolving complex hardware, software, OS, and connectivity issues.
• Act as the primary escalation point for Desktop Support Technicians prior to Lead involvement.
• Troubleshoot Windows 10/11, macOS, Microsoft 365, Intune/NinjaOne, VPN, remote access, and endpoint tools.
• Support advanced conference room, AV, and hybrid meeting technologies.
• Own incidents and requests end-to-end, meeting SLAs with clear documentation and communication.
• Identify trends and perform root-cause analysis; contribute to problem management.
• Mentor technicians through coaching, peer support, and knowledge sharing; assist with onboarding.
• Create and maintain SOPs and knowledge base content; standardize support practices.
• Drive process improvements, automation, and scripting to improve efficiency and user experience.
• Partner with Infrastructure, Security, and Applications teams on cross-functional issues and rollouts.
• Support asset lifecycle management, inventory accuracy, and deployment standards.

Required Attributes:

• Strong professional communication and customer engagement skills, with the ability to confidently manage escalations and set clear expectations.
• Advanced proficiency supporting Microsoft Windows 10/11, including diagnosing complex OS, application, and performance issues.
• Hands-on experience with modern endpoint management platforms and the Microsoft 365 ecosystem (e.g., NinjaOne, Intune, M365 applications).
• Solid understanding of networking fundamentals, internet technologies, VPNs, and remote access solutions.
• Proven self-starter who can work independently, prioritize effectively, and drive issues to resolution with minimal oversight.
• Experience working in enterprise ticketing systems (e.g., Zendesk, Fresh service) with strong ticket hygiene and documentation practices.
• Demonstrated ability to perform under pressure, manage competing priorities, and consistently meet service-level commitments.
• Strong multitasking skills with a sense of urgency, professionalism, and a positive, customer-first attitude.
• Proactive mindset with the ability to take direction, assume ownership of initiatives, and contribute to continuous improvement efforts.
• Ability to lift a minimum of 25 lbs.
• Sense of humor.

Education & Experience:

• Education: Associate’s degree in computer technology or related field preferred, or equivalent experience.

Experience:

• Minimum of 3 years of experience in desktop or end-user support, including demonstrated experience handling complex or escalated issues. Prior experience mentoring peers is strongly preferred.