Senior Service Desk Technician

Description

• Provide advanced first-level support for hardware, software, and IT services across offices and field teams.
• Troubleshoot a wide range of issues including Windows workstations, printers, mobile devices, and network connectivity.
• Participate in after-hours support rotation.
• Record, categorize, and prioritize tickets in alignment with ITIL-based Incident and Request Management practices.
• Follow defined escalation processes for issues requiring L2 or engineering involvement.
• Fulfill service requests such as new hire setups, account access, and peripheral deployments.
• Support onboarding of new service desk staff through knowledge sharing and peer guidance.
• Respond to tickets efficiently and ensure resolutions are delivered within defined SLAs.
• Document detailed resolution steps and contribute improvements to the internal knowledge base.

Requirements

• Applicants must be authorized to work in the United States. This position is not eligible for sponsorship.
• Strong working knowledge of computer systems, peripherals, mobile devices, and printers.
• Experienced with ITSM platforms such as Freshservice and committed to SLA-based support.
• Consistently demonstrates initiative, follow-through, and high-quality service delivery.
• Strong analytical, troubleshooting, and documentation skills.
• Excellent communication skills and ability to work independently or collaboratively.
• Familiar with ITIL processes including Incident, Request, Change, and Knowledge Management.
• Proficient in Microsoft 365, Windows 11, macOS, iOS, Active Directory, and Intune.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance