Senior Service Desk Technician
Emagine IT•New York, NY
•Onsite
About The Position
Emagine IT is seeking a Senior Service Desk Technician to work alongside junior system administrators. The ideal applicant is capable of advanced troubleshooting and Tier III coordination, and deliver white-glove executive support, deskside operations, and incident coordination on-site without reliance on remote dispatch. The Senior Service Desk Technician maintains SLA parity with the federal government client’s Headquarters and feeds multi-site ticket volume into ServiceNow KPI rollups.
Requirements
- Associate's or Bachelor's degree in IT or a related field, or equivalent technical experience/certifications.
- Four (4)+ years of senior desktop/service-desk or deskside support, including advanced endpoint and Microsoft 365 troubleshooting; experience supporting VIP/executive users.
- Skills approaching a junior system administrator - Active Directory/Entra ID account operations, endpoint management, and cross-domain coordination with network and infrastructure teams.
- ServiceNow ITSM; Microsoft 365; BeyondTrust (Bomgar) remote support; familiarity with Zscaler, NAC, and Conditional Access from an end-user support perspective.
- Ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation (Service Desk personnel, all tiers).
- U.S. citizenship is required for this project by the client.
- All personnel must satisfy the government client’s suitability and background-investigation requirements before receiving physical or logical access to facilities or systems.
Nice To Haves
- CompTIA A+ and/or Network+; Microsoft 365 Certified: Modern Desktop Administrator or equivalent.
- ITIL v4 Foundation certification.
- Experience with conference-room/AV support and executive white-glove service in a federal setting.
- Familiarity with ClassNet or classified-terminal escort procedures.
Responsibilities
- Serve as the on-site senior technical presence, providing advanced troubleshooting and Tier III coordination for issues beyond standard Tier I/II scope.
- Deliver white-glove VIP and executive support, including conference-room A/V support, rapid response, discretion, and proactive follow-through, adhering to ServiceNow ticketing requirements.
- Provide escort and incident coordination as authorized and coordinate with facilities/security for on-site access and after-hours needs.
- Perform deskside support: break/fix, device setup, peripherals support, and hands-on troubleshooting that cannot be completed remotely; maintain local stock of standard peripherals and coordinate swap devices.
- Support LAN closet access coordination for basic connectivity troubleshooting in collaboration with Network Operations.
- Provide Microsoft 365 support (Outlook/Exchange Online, Teams, OneDrive, SharePoint), endpoint troubleshooting (Windows/iOS), and remote-access support.
- Perform account access, password reset, and MFA triage in coordination with IAM (Azure AD/Entra ID + Okta) and Zero Trust/Conditional Access procedures; validate user identity before account actions.
- Meet Service Desk SLAs with complete, accurate ServiceNow ticket documentation and user-confirmed closure.
- Support user onboarding/offboarding, Major Incident response, and knowledge-base article creation to drive first-contact resolution and shift-left.
Benefits
- medical, dental, and vision insurance
- a 401(k) with company match
- paid time off and holidays
- professional development and certification support
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
