Senior Service Desk Engineer

Davis Technology Management • Fort Worth, TX

2d

About The Position

We are seeking a Senior Service Desk Engineer to provide advanced technical support to enterprise clients and serve as a senior member of the service desk team.
This role acts as a technical escalation point, supports service delivery operations, and helps improve support processes. This position is also designed for someone ready to grow into a Lead or Service Delivery role.
The ideal candidate has strong troubleshooting skills, experience in enterprise environments, and understands how to operate within an SLA-driven support model.

Requirements

• 7+ years of IT support or service desk experience
• Experience supporting enterprise environments
• Strong troubleshooting skills across endpoints, identity, and cloud platforms
• Experience working in SLA-driven support environments
• Strong communication and customer service skills
• Ability to work independently and take ownership

Nice To Haves

• Experience working in ITIL-based environments
• Understanding of: – Incident Management – Request Management – Escalation Management – Change Management
• Experience in managed services environments preferred
• Experience improving processes or documentation preferred
• ITIL Foundation (preferred)
• Microsoft Certifications
• CompTIA A+, Network+, or Security+

Responsibilities

• Provide Tier II and Tier III support across multiple client environments
• Troubleshoot hardware, software, access, and system issues
• Support Windows, Microsoft 365, Active Directory / Entra ID, VPN, and endpoint management tools
• Manage user accounts, permissions, and device configurations
• Support remote and onsite users, including executives
• Resolve tickets within defined service levels
• Perform root cause analysis to prevent repeat issues
• Follow and support Incident, Request, and Escalation Management processes
• Ensure tickets are properly prioritized, documented, and resolved
• Assist in improving service desk workflows and procedures
• Contribute to documentation and knowledge base articles
• Identify recurring issues and recommend improvements
• Support change management activities when required
• Help maintain high service levels and client satisfaction
• Act as escalation point for complex or high-priority issues
• Assist with major incident response and resolution
• Work with infrastructure, engineering, and leadership teams
• Help maintain stability and continuity across client environments
• Mentor junior service desk engineers
• Assist with onboarding and training
• Help reinforce service standards and processes
• Support leadership with escalations and workload management
• Be ready to step into a Lead role as needed
• Provide professional, responsive support
• Communicate clearly with technical and non-technical users
• Build trust with clients and end users
• Support a high-quality service experience

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed