Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Desktop Support Specialist - L3 role.

Rezi rewrites your resume against Global Relay's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Desktop Support Specialist - L3 posting at Global Relay — free, in seconds.

About the Role

As the Desktop Support Specialist - L3, you will provide advanced technical and end-user support for desktop workstations, enterprise applications, mobile devices, and workplace technology. This role serves as a Subject Matter Expert (SME) and senior escalation point for the Desktop Support team, resolving complex end-user technology issues and supporting reliable day-to-day technology operations.

Responsibilities

Serve as a senior escalation point for complex end-user technology issues across endpoints, applications, identity and access, connectivity, and workplace technology.
Own advanced troubleshooting and resolution of complex incidents, identifying recurring issues, root causes, and opportunities for permanent remediation.
Support and improve endpoint management, deployment, configuration and automation across Global Relay's end-user computing environment.
Provide advanced support for conference rooms, A/V systems, executive meetings and other business-critical workplace technology.
Partner with Infrastructure, Information Security, Network and other technology teams to resolve cross-functional issues and maintain secure, reliable end-user systems.
Maintain accurate technical documentation, runbooks, knowledge-base content, ticket records and operating procedures, and contribute to service and process improvements.
Mentor and provide technical guidance to other Desktop Support team members, helping strengthen troubleshooting capability and consistency across the team.
Contribute to technology projects, endpoint standards, team strategy and changes affecting employees, devices and the broader workplace technology environment.

Requirements

5+ years of progressive experience in desktop support, end-user computing, or workplace technology within a complex enterprise environment.
Demonstrated experience serving as a senior escalation point for complex endpoint, application, access, connectivity, and A/V issues.
Strong hands-on experience supporting Windows environments, with working knowledge of macOS and Linux/Ubuntu.
Experience with enterprise endpoint management, deployment, identity/access, and collaboration technologies such as SCCM/MDT, Intune, Active Directory, Group Policy, Zoom, Poly, Crestron, or comparable tools.
Experience using scripting or automation tools such as PowerShell, Bash, Python, or similar technologies.
Strong troubleshooting, root-cause analysis, prioritization, and documentation skills.
Excellent communication and service skills, including the ability to support executives and work effectively with technical and non-technical users.
Ability to work independently, collaborate across technical teams, and mentor other support professionals.
Post-secondary education in information technology or a related field, or equivalent practical experience.
Ability to provide occasional after-hours or scheduled on-call support when required.

Skills

Windows
macOS
Linux/Ubuntu
Endpoint management
Deployment tools
Identity and access technologies
Conferencing systems
A/V systems
SCCM/MDT
Intune
Active Directory
Group Policy
Zoom
Poly
Crestron
PowerShell
Bash
Python
Troubleshooting
Root-cause analysis
Prioritization
Documentation
Communication
Service skills

Experience Level

5+ years of progressive experience

Education Level

Post-secondary education in information technology or a related field, or equivalent practical experience.

Salary/Compensations

$105,000—$125,000 USD

Benefits

Comprehensive health benefits program
Extended health coverage
Short-term disability insurance
Long-term disability insurance
Annual allotted vacation days
Paid sick days
Maternity/parental leave enhanced program
Commuter benefits
Corporate bonuses
401(k)-retirement plan with company contribution matching
Subsidized meal program (New York office)

About the Company

For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions.
We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.
Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation.
We believe great businesses thrive on diversity, inclusion, and the contributions of all employees.
We recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.
At Global Relay, there’s no ceiling to what you can achieve.
It’s the land of opportunity for the energetic, the intelligent, the driven.
You’ll receive the mentoring, coaching, and support you need to reach your career goals.
You’ll be part of a culture that breeds creativity and rewards perseverance and hard work.
And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.
To learn more about our business, culture, and community involvement, visit www.globalrelay.com.

Equal Opportunity

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.
We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.