IT Desktop Support Specialist

At Sunrise Senior Living, we believe meaningful work starts with purpose. Our team members are passionate about making a positive difference in the lives of residents every day.

The IT Desktop Support Specialist provides Tier 2 and Tier 3 technical support for end users and serves as an escalation point for complex endpoint, operating system, application, access, connectivity and peripheral issues. The position manages assigned incidents and requests through resolution, maintains clear documentation, contributes to root-cause analysis and supports technology deployments and lifecycle initiatives. The role works closely with other IT teams and delivers responsive, professional service in a fast-paced, multi-location environment.

Essential Duties

As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed as follows:

• Provide Tier 2 and Tier 3 technical support for end users, both onsite and remotely.
• Troubleshoot and resolve complex hardware, Windows 11, macOS, Microsoft 365, application, access, VPN, wired and wireless network, printer and peripheral issues.
• Manage escalated incidents and service requests through resolution while meeting established response and resolution targets and communicating status to users and stakeholders.
• Assess and prioritize work based on urgency, business impact, security risk and established support procedures.
• Document symptoms, troubleshooting steps, decisions, resolutions and ticket status accurately in ServiceNow.
• Install, configure, deploy, support and maintain desktop and laptop systems using approved imaging and provisioning technologies.
• Acquaint with endpoint-management and deployment platforms such as Microsoft Intune, Configuration Manager, Windows Autopilot, Jamf or comparable tools.
• Troubleshoot Microsoft Entra ID or Active Directory authentication, multifactor authentication, account access and device-registration issues in coordination with authorized identity teams.
• Support endpoint security, operating-system and application patching, encryption and compliance remediation in accordance with company standards.
• Perform root-cause analysis for complex or recurring issues, identify trends and recommend durable solutions.
• Create and maintain technical documentation, standard operating procedures and knowledge articles for support teams and end users.
• Coordinate equipment repair, replacement, warranty service, inventory updates and lifecycle activities.
• Partner with infrastructure, networking, security, application support, service desk and other IT teams to resolve issues and improve the user experience.
• Assist with IT projects, hardware refreshes, software deployments, upgrades, office moves and other technology initiatives.
• Provide conference room support at our corporate headquarters.
• Maintain compliance in assigned required training and all training required by state/province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met.
• Perform other duties as assigned.

Core Competencies

• Advanced Technical Troubleshooting – Demonstrates strong expertise diagnosing and resolving complex endpoint, operating system, application, access, connectivity and peripheral issues across Windows and macOS environments
• Endpoint and Technology Management – Applies hands-on expertise with endpoint deployment, configuration, security, lifecycle management and related tools and technologies to support reliable and secure end-user computing
• Problem Solving and Root-Cause Analysis – Uses analytical judgment to assess complex or recurring issues, identify root causes, prioritize solutions based on business impact and implement sustainable improvements
• Customer Service and Communication – Provides responsive, professional support and clearly communicates technical information to nontechnical users, stakeholders and partners at all organizational levels
• Collaboration and Execution – Works independently while partnering effectively across IT teams, manages competing priorities and contributes to technology deployments, projects and continuous improvement initiatives

Experience and Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed throughout this job description are representative of the knowledge, skills, and abilities required.

• Four or more years of progressively responsible desktop support, endpoint support or related IT experience, including hands-on Tier 2 or Tier 3 troubleshooting
• Advanced experience supporting Windows 11 devices and Active Directory or Microsoft Entra ID environments
• Hands-on experience supporting HP, Dell or comparable enterprise desktops and laptops
• Experience supporting Microsoft 365 applications and common business applications
• Working knowledge of TCP/IP, DNS, DHCP, VPN, wired and wireless networking, printing and endpoint connectivity
• Experience imaging or provisioning Windows devices using PXE, USB media, Windows Autopilot or similar technologies.
• Experience using an IT service-management platform such as ServiceNow to manage incidents, service requests, SLAs, work notes and knowledge base documentation
• Strong analytical, troubleshooting, problem-solving, prioritization and decision-making skills
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to nontechnical users
• Strong customer-service and interpersonal skills, including the ability to build rapport and communicate effectively with users at all organizational levels
• Ability to work independently, collaborate effectively, manage competing priorities and adapt to new technologies and processes
• Ability to lift, move and install computer equipment weighing up to 50 pounds, with or without reasonable accommodation

• Associate or bachelor's degree in information technology, computer science or a related field or an equivalent combination of education and experience
• Experience supporting Apple/macOS devices is a plus
• Experience with Microsoft Intune, Configuration Manager, Windows Autopilot, Jamf, or similar endpoint-management tools
• Experience supporting users across multiple offices or geographically distributed locations
• Current certification such as CompTIA A+, Network+, Microsoft 365 Certified, Microsoft Certified Endpoint Administrator Associate, Apple Device Support or Cisco CCNA

Ready to take the next step and make a bigger impact than you ever imagined? As part of our team, you will help brighten the future for everyone at Sunrise and beyond. That is why we make it a priority to celebrate the unique ways you bring moments of togetherness and joy to everyone you serve. And when combined with the support, benefits, and growth opportunities we offer, the result is a career that PositivelyShines with everything you need to reach your goals – at work and in your life.

We also offer benefits and other compensation that include:

• Medical, Dental, Vision, Life, and Disability Plans

• Retirement Savings Plans

• Employee Assistant Program / Discount Program

• Paid time off (PTO), sick time, and holiday pay

• myFlexPay offered to get paid within hours of a shift

• Tuition Reimbursement

• In addition to base compensation, Sunrise may offer discretionary and/or non-discretionary bonuses. The eligibility to receive such a bonus will depend on the employee’s position, plan/program offered by Sunrise at the time, and required performance pursuant to the plan/program.

• Some benefits have eligibility requirements

Sunrise Senior Living is an equal opportunity employer and is committed to diversity and inclusion in the workplace.