Desktop Support II

At SSR, we’re more than a leading engineering design, consulting, and planning firm—we’re a team of owners committed to solving complex projects and delivering innovative solutions for facility and infrastructure challenges. With locations across the U.S. and expertise spanning diverse markets and services, our collaborative approach empowers us to build lasting partnerships with each other, our clients, and our communities.

We believe high performance and a people-first culture go hand in hand. As an owner from day one, our colleagues thrive in an environment that values accountability, celebrates achievement, and supports personal and professional growth. As owners, we take pride in our work and in each other—driving results while fostering a workplace where everyone feels seen, supported, and inspired.

Want to hear directly from our team? Visit http://www.ssr-inc.com/life-at-ssr and explore our culture on LinkedIn and Instagram.

What You’ll Do

As a Desktop Support II professional, you’ll tackle the tougher tickets—supporting multi‑office Windows environments, mentoring Desktop Support I teammates, and keeping our people productive through responsive, brand‑forward service.

• Configure, install, update, and maintain local area network software and hardware across multiple offices.
• Provide Tier I/II helpdesk support for Windows Active Directory, Outlook, Microsoft Office, VoIP, TCP/IP, and remote access/VPN.
• Monitor systems and escalate warnings/alerts to appropriate team members for timely resolution.
• Verify and maintain iHelp tickets in the company ticketing system; document troubleshooting steps and outcomes.
• Respond promptly to user needs and questions related to software, hardware, and network operations; deliver user training as needed.
• Support software such as Microsoft Office, Windows Server/Windows Professional, and security tools; assist with application enhancements.
• Support hardware including servers, laptops/desktops, video conferencing systems, mobile devices, plotters, and unified messaging.
• Set up, configure, and troubleshoot company tablets and cell phones; assist with MDM enrollments and policy compliance.
• Analyze user requirements, procedures, and problems to improve systems and workflows; research and recommend commercial software.
• Perform backup data retrieval as needed; maintain organized network and workstation information.
• Train and assist Desktop Support I colleagues; serve as a go‑to resource for complex tickets and field escalations.
• Perform other duties as assigned to support reliable IT operations and a positive end‑user experience.

Who We’re Looking For

Minimum Requirements:

• Associates degree or equivalent experience
• 5 years of IT Helpdesk or Desktop Support experience
• A+ / NET + Certification
• MCSE Certification or training preferred but not required

Preferred Qualifications:

• Thorough knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) and modern web browsers; familiarity with the internet.
• Knowledge of Windows OS installation and software deployment; experience loading device drivers and configuring stable systems.
• Ability to research and troubleshoot computer errors (including blue screens); general understanding of DNS, DHCP, file share structures, and IP networking.
• Customer focus with clear written and verbal communication; strong interpersonal collaboration and technical writing skills.
• Detail orientation, judgment/decision‑making, and organization to orchestrate multiple activities and meet SLAs.
• Experience supporting a broad set of hardware: laptops/desktops, servers, video conferencing, mobile devices, plotters, and unified messaging.

PHYSICAL DEMANDS: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.)

• Frequently/extensively use a computer for several hours at a time
• Occasionally move about inside the office to access computer equipment, outlets, etc.
• Frequently be able to position self to set up/access equipment by standing and stooping
• Occasionally be able to lift equipment of up to 50 pounds

What We Offer

• 100% Employee-Owned – Ownership from day one with immediate ESOP vesting.
• Retirement Savings – 401(k) with immediate vesting and a generous company match.
• Health & Wellness – Medical, dental, and vision coverage, plus company‑funded HSA contributions for HDHP plans.
• Company-Paid Protection – Life insurance, AD&D, and short and long term disability at no cost to you.
• Work-Life Balance – Flexible schedules, paid parental leave, generous PTO, and paid company holidays.
• Career Growth – Tuition reimbursement and ongoing professional development support.

SSR is an Equal Opportunity / Affirmative Action Employer

EEO Disabled/Veterans

This job posting will remain open a minimum of 72 hours and on an ongoing basis until filled.

Recruiters or staffing agencies: SSR is not obligated to compensate any external recruiter or search firm who presents a candidate, their resume, or profile to an SSR employee without 1) a current, fully executed agreement on file and 2) being assigned to the open position via HR

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