We are an award-winning, global provider of business and technology consulting services. This has been amplified through our industry-leading partnerships with Microsoft, HP, Cisco and Facebook Workplace.
Position Summary:
The Desktop Support Specialist III acts as a senior technical resource within the support team, delivering advanced troubleshooting and mentoring to junior staff. This role is responsible for resolving complex technical issues, handling escalated tickets, and supporting desktop infrastructure deployments. The position operates primarily within a ticketing system and includes participation in an on-call rotation and after-hours support as needed.
Key Responsibilities:
- Provide expert-level desktop support for issues involving hardware, software, operating systems, and peripheral equipment.
- Serve as a technical escalation point for Desktop Support Specialists I and II.
- Support advanced troubleshooting of issues related to Microsoft Windows, Office 365, remote access (VPN), and endpoint security tools.
- Lead and participate in workstation deployments, refreshes, and small-scale implementations.
- Build and maintain system images and deployment processes using company-approved tools.
- Maintain and support client environments both remotely and on-site, ensuring minimal disruption to end users.
- Manage service tickets within the ticketing system, ensuring complete documentation, accurate time entries, and timely resolution.
- Assist in developing and improving documentation, procedures, and knowledge base content.
- Coordinate with other teams (Network, Server, Cloud, Security) on cross-functional tickets or projects.
- Participate in onboarding and offboarding processes, including provisioning, recovery, and configuration of equipment.
- Support and enforce endpoint compliance policies, patch management, and antivirus/EDR effectiveness.
- Participate in an on-call rotation and respond to after-hours issues when necessary.
- Perform additional tasks as assigned.
Skills and Qualifications:
- 5–7+ years of experience in desktop or technical support roles, preferably within an enterprise or MSP environment.
- Strong expertise in Windows 10/11, Microsoft 365, and desktop management tools.
- Working knowledge of Active Directory, Group Policy, DNS/DHCP, and basic networking.
- Proficiency with remote support tools and ticketing systems.
- Experience with deployment tools such as MDT, Autopilot, or equivalent.
- Excellent troubleshooting, communication, and customer service skills.
- Ability to lift and move equipment (up to 50 lbs) and travel to client sites when required.
- Industry certifications such as Microsoft MD-102 or Microsoft AZ-104 are preferred.
- Demonstrated ability to lead by example, support junior team members, and take ownership of complex issues.
Bridgehead IT is proud to be an equal opportunity workplace and is an affirmative action employer.
Top Skills
What We Do
Bridgehead IT offers customized, end-to-end technology services that support businesses of all sizes. We’re different because we take a holistic approach to the technology needs of our clients. We focus on building partnerships to solidify relationship with a foundation based on securing and assessing long-term needs.
Our services are engineered to meet the specific objectives of each client. That starts with having the right people who are experts in their field to develop solutions that support our clients. Thoughtful solutions, not quick fixes.
Our clients range from publicly traded, global entities to mid-sized local businesses.
We are a premier partner with Microsoft, HPE, Cisco, VMWare and many others.
Our full range of technology based business solutions include:
• App Development • Change Management • Cloud Solutions • Conference Room Design • Cyber Security And Compliance • Digital Signage Displays • Endpoint Detection And Response • IT Cost Control • IT Service Delivery • Infrastructure Services • Microsoft 365 • Project Management • Structured Cabling
MISSION: Bridgehead IT offers customized, end-to-end technology services that support businesses of all sizes. We’re different because we take a holistic approach to the technology needs of our clients and empower our staff to become leaders in their fields.
VISION:
Perpetuate, grow, and diversify by expanding further into a multi-specialty technology and business consulting firm in the field of Information Technology.
Core Values:
ACT WITH INTEGRITY.
SAFEGUARD OBJECTIVITY.
VALUE EVERY EMPLOYEE.
STRIVE FOR EXCELLENCE.
Why Work With Us
Co-founders Wes Bunch, CEO, and Chris Brandvik, COO, have over 35 years of collective experience in the Information Technology sector. They established Bridgehead IT in 1999 with the goal of building a new kind of technology company — a whole new generation run by fresh thinkers who offer a forward vision.
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