Senior Desktop Support Specialist

C omp a n y

SDI Presence LLC is a leading IT services firm that leverages its strong team presence to advance clients toward a secure digital enterprise. With a 30-year corporate resume, SDI delivers multi and hybrid cloud infrastructure managed services, consulting and advisory solutions, work and asset management solutions, and application modernization and managed services. SDI serves major airports, utilities, commercial real estate portfolios, and government agencies across the U.S. Visit us at www.sdipresence.com and connect with us on X and LINKEDIN.

SDI Presence is seeking a Senior Desktop Support Specialist to lead desktop support operations supporting end users across Chicago's major airport environments. This is a hands-on leadership role responsible for managing desktop support technicians, coordinating schedules, creating standard operating procedures (SOPs), resolving escalated technical issues, and ensuring exceptional customer service.

The ideal candidate brings strong Windows desktop support expertise, experience leading technical teams, and the ability to support a dynamic airport environment with varying shift requirements.

• Medical, Dental, and Vision Insurance
• Company-Paid Life Insurance
• Short-Term and Long-Term Disability Coverage
• Matched Retirement Savings Plan
• Paid Time Off
• Wellness Program
• Additional voluntary benefits

• Lead and coordinate the daily activities of Desktop Support Specialists.
• Manage team scheduling and workload distribution.
• Develop and maintain SOPs, runbooks, and technical documentation.
• Respond to and resolve escalated desktop support issues.
• Ensure ticket resolution and SLA compliance through the ticketing system.
• Install, configure, troubleshoot, repair, and replace desktop and laptop hardware.
• Support Microsoft Windows 10 and Windows 11 environments.
• Support Microsoft 365, Office applications, printers, and peripheral devices.
• Perform PC imaging, deployments, upgrades, and workstation moves.
• Troubleshoot malware, antivirus, and endpoint security issues.
• Track hardware assets and software inventory.
• Assist with desktop-related projects and technology initiatives.
• Monitor system health, application performance, and operational metrics.
• Collaborate closely with IT leadership and infrastructure teams.

• 10+ years of desktop support experience in enterprise environments.
• Experience leading, mentoring, scheduling, or coordinating technical support teams.
• Strong knowledge of Windows 10 and Windows 11 installation and support.
• Experience with PC imaging and deployment tools such as SCCM OSD, Windows Deployment Services (WDS), or Macrium.
• Familiarity with Active Directory administration.
• Knowledge of BitLocker encryption.
• Experience troubleshooting hardware, operating system, and software issues.
• Understanding of malware detection and remediation tools.
• Experience supporting Microsoft 365 and Microsoft Office applications.
• Strong customer service and communication skills.
• Ability to multitask and prioritize work in a fast-paced environment.
• Ability to work independently while collaborating effectively with a team.
• Ability to work onsite at both O'Hare and Midway International Airports.
• Valid driver's license required.
• Ability to pass an Airport Federal Background Check
• Ability to perform routine and emergency desktop support activities outside normal business hours when required.

• CompTIA A+ Certification.
• College degree preferred.
• Experience with Ethernet cable termination and data jack installation.
• Experience supporting airport, transportation, government, or other highly regulated environments.

• Must be able to work onsite at both O'Hare and Midway International Airports.
• Must be available to work various shifts, including overnight, weekend, and holiday coverage based on business needs.
• Must have a valid driver's license.
• Ability to perform routine and emergency PC maintenance outside of normal business hours when required.