Senior Service Desk Support Technician

MKD Electric • Elgin, IL

5d

About The Position

MKD Electric is seeking an experienced Senior Service Desk Support Technician. This role is responsible for providing advanced technical support, ensuring high service quality, and assisting with the implementation and improvement of IS-related processes and systems. The ideal candidate will have strong troubleshooting skills, a deep understanding of end-user support technologies, and the ability to work effectively across departments.

Requirements

• Associate or bachelor’s degree in information technology, computer science, or related field (or equivalent experience).
• 5+ years of experience in a service desk or technical support role, with at least 2 years in a senior or lead capacity.
• Required certification: CompTIA A+.
• Strong knowledge of Windows operating systems.
• Proficiency in Microsoft 365, Active Directory, Exchange, and common enterprise tools.
• Familiarity with remote support tools (e.g., TeamViewer, LogMeIn, SCCM, NinjaOne).
• Basic networking knowledge (TCP/IP, DNS, VPN, Wi-Fi troubleshooting).
• Experience with ITSM platforms (e.g., ServiceDesk Plus).
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to manage priorities in a fast-paced environment.
• Team player with a customer-first mindset

Responsibilities

• Provide ongoing support to keep the ticket backlog down and support enterprise end users.
• Support Microsoft 365 Enterprise Applications.
• Monitor and manage support ticket queues to ensure SLAs are met.
• Provide Tier 2 and Tier 3 technical support for hardware, software, network, and system issues.
• Lead troubleshooting efforts for complex incidents and service requests, ensuring timely resolution.
• Act as an escalation point for junior technicians and provide guidance and mentoring.
• Collaborate with infrastructure and application teams to resolve persistent technical issues.
• Contribute to the development and maintenance of knowledge base articles, documentation, and standard operating procedures.
• Assist in the rollout of new hardware, software, and system upgrades.
• Participate in the development and enforcement of ITIL-based service management practices.
• Conduct root cause analysis for recurring issues and recommend preventative measures.
• Support IS asset management and inventory tracking processes.

Benefits

• Excellent benefits
• Training
• Educational opportunities
• Promote from within
• Flexible vacation
• Parental leave
• Medical
• Dental
• Vision
• 401K with company match
• Opportunities to expand skill set
• Start-up atmosphere allowing for varied and rapid career growth & development

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree