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Department: IT
Reports To: Help Desk Manager
Effective Date: [Insert Date]
Company Overview: Neighborly® is the world’s largest home services franchisor, focused on repairing, maintaining, and enhancing homes and businesses. The company operates online platforms that connect consumers to service providers in their local communities that meet their rigorous standards as a franchisor across multiple service categories at Neighborly.com in the United States and Neighbourly.ca in Canada. More information about the company, and its franchise concepts, is available at Neighborlybrands.com and www.nbly.co.uk. Neighborly® is an active member in the International Franchise Association (IFA), Canadian Franchise Association (CFA), British Franchise Association (BFA), and German Franchise Association (DFV) and is a founding company of the Veterans Transition Franchise Initiative (VetFran). Neighborly was named to the 2019 Inc. 5000 most successful privately-owned companies in America [1].
Position Overview:
The Senior Desktop Support Technician serves as an advanced technical resource within the Desktop Support team. This role bridges the gap between the Desktop Support Technician and the Lead Desktop Support Technician by combining strong hands-on technical expertise with mentorship, problem ownership, and operational influence.
The Senior Desktop Support Technician handles complex and escalated end-user issues, supports junior technicians through guidance and knowledge sharing, and contributes to continuous improvement of support processes, documentation, and tools. While this role does not carry formal people-management responsibilities, it is expected to demonstrate leadership through influence, technical depth, and accountability.
Primary Responsibilities:
Required Attributes:
Education & Experience:
Experience: Minimum of 3 years of experience in desktop or end-user support, including demonstrated experience handling complex or escalated issues. Prior experience mentoring peers is strongly preferred.
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