Senior Service Desk Technician

As a Senior Service Desk Technician to join our IT team andprovide advanced technical support for end users across hardware, software, andnetwork environments. The ideal candidate will have strong troubleshootingskills, excellent communication, and the ability to mentor junior technicianswhile ensuring prompt and efficient service delivery.

In this role, you will...

• Act as the primary escalation point for complex technical issues from Level 1/2 Service Desk staff.
• Provide advanced support for end-user devices (Windows, macOS, mobile devices, peripherals).
• Troubleshoot hardware, software, and network-related problems through remote and on-site support.
• Provide assistance to Company Senior Leadership/ Excecutive Leadership Team during IST hrs
• Manage incidents, service requests, and changes using ITSM tools like ServiceNow
• Assist in maintaining IT infrastructure including Active Directory, Office 365, Okta, Global Protect VPN, and Endpoint management systems with Intune & JAMF.
• Participate in onboarding and offboarding processes (user account creation, access provisioning, asset setup).
• Collaborate with other IT teams (infrastructure, security, applications) for issue resolution and process improvement.
• Document solutions, maintain knowledge base articles, and enforce service desk best practices.
• Mentor and support junior technicians to enhance team performance.
• Contribute to IT projects such as hardware refresh, software rollout, and process automation.

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 4-6 years of experience in IT service desk or desktop support roles.
• Strong knowledge of Windows and macOS operating systems, Microsoft 365, Active Directory, and remote management tools.
• Good understanding of networking basics (DNS, DHCP, VPN, Wi-Fi troubleshooting).
• Experience with ITSM tools and ticketing systems like SNOW.
• Excellent problem-solving, communication, and customer service skills.
• Ability to prioritize tasks and work independently under minimal supervision.
• Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator are preferred.

• Experience in hybrid or cloud environments (Azure AD, Intune, MDM solutions).
• Exposure to scripting or automation tools (PowerShell, Python, etc.).
• Understanding of IT security best practices and compliance standards.