Sr. Desktop Technician at Kapstone… · Washington

Position Summary

The Sr. Desktop Technician serves as an experienced Tier II technical support professional responsible for providing advanced desktop, endpoint, and customer support services to client personnel. Working closely with the Service Desk, Engineering, Network Operations, Cloud Services, and Cybersecurity teams, the specialist resolves complex technical issues, supports enterprise endpoint management, assists with system modernization efforts, and ensures a high level of customer satisfaction.

The specialist provides technical support across Windows, macOS, iOS, and Android environments while maintaining secure, reliable, and standardized endpoint configurations. Responsibilities include hardware and software deployment, identity management, troubleshooting, asset lifecycle support, documentation, and mentoring Tier I personnel.

Primary Responsibilities

· Provide advanced desktop and technical support to employees.

· Diagnose and resolve hardware, software, operating system, application, authentication, and network connectivity issues.

· Install, configure, maintain, and upgrade Windows and macOS workstations.

· Configure and support iOS and Android mobile devices.

· Image, configure, deploy, and inventory endpoint devices.

· Administer Microsoft Entra ID / Active Directory user accounts and support MFA.

· Perform workstation refreshes, patch management, software deployment, and asset lifecycle activities.

· Coordinate escalations with Engineering, Cloud Services, Network Operations, and Cybersecurity teams.

· Develop and maintain SOPs, knowledge base articles, and user documentation.

· Identify recurring issues and recommend process improvements and automation opportunities.

Required Technical Skills

· Windows and macOS administration

· Microsoft Entra ID / Active Directory

· Microsoft Intune

· JAMF

· Ivanti EPM / KACE (or equivalent)

· Mobile Device Management (MDM)

· Endpoint imaging and deployment

· Patch management

· Asset management

· Office 365 / Microsoft 365

· Endpoint security and Zero Trust principles

· Windows Event Viewer and macOS Console

· Network troubleshooting

· AWS-integrated identity services (preferred)

Professional Skills

· Outstanding customer service

· Excellent verbal and written communication

· Independent problem solving

· Root cause analysis

· Time management and prioritization

· Team collaboration

· Technical writing and documentation

· Mentoring junior technicians

· Professionalism under pressure

Requested Certifications

· CompTIA Security+

· Microsoft Certified: Endpoint Administrator Associate

· Apple Certified IT Professional

· AWS Certified Cloud Practitioner (or higher)

· ITIL Foundation

· AWS Certified SysOps Administrator – Associate

Pay: $69,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Application Question(s):

• Must be a U.S. Citizen
• Candidates must be able to pass background check

Experience:

• Service Desk : 5 years (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person