Senior Service Desk Technician
About The Position
The Senior Service Desk Technician delivers high-quality end-user technology support and provides operational leadership within the Service Desk. The role supports Windows and macOS environments, leads complex incident resolution and Service Desk initiatives, and collaborates with internal Technology teams and vendors to provide service aligned with best practices. The technician leads through action by supporting other technicians, improving operational processes, promoting accountability, and continuously improving Service Desk delivery. This position provides advanced support for users, devices, applications, identity and access systems, and Microsoft cloud services. It serves as a senior escalation resource, takes ownership of business-critical incidents, participates in on-call rotations, and supports endpoint and user lifecycle processes. The role also leads or contributes to projects, maintains operational documentation, and provides technical guidance and training.
Requirements
- At least 5 years of experience in a Service Desk or Help Desk environment.
- Strong knowledge of Windows 10/11 and macOS support.
- Proficiency with Microsoft 365 cloud services, including Exchange Online, Entra ID, and Intune.
- Strong experience with endpoint management tools, especially Jamf and Intune.
- Experience with ITSM or ticketing platforms such as ServiceNow, Jira, or similar.
- Solid understanding of ITIL practices, especially Incident and Problem Management.
- At least 2 years of working knowledge of basic networking and security concepts.
- In-depth, hands-on experience administering identity platforms such as Okta, including SSO integrations, MFA policies, and provisioning workflows.
- Ability to work independently and collaborate effectively within a team.
- Strong troubleshooting skills and ability to perform under pressure while handling multiple priorities.
- Demonstrated commitment to excellent customer service.
Nice To Haves
- Basic scripting experience with PowerShell, Bash, or similar.
- Experience supporting automation workflows and zero-touch device provisioning.
- Prior experience leading projects or mentoring junior technicians.
- Experience coordinating with vendors and third-party support providers.
Responsibilities
- Lead and assist Service Desk Technicians supporting internal employees and external clients.
- Serve as a senior escalation point for complex or unresolved incidents.
- Own business-critical incidents through resolution, coordinating with Infrastructure, Security, Engineering, and third-party vendors as needed.
- Respond with urgency and sound judgment to user-impacting outages, access issues, and executive escalations.
- Drive incidents to completion and provide stakeholders with timely communication and status updates.
- Participate in and support on-call rotations, including after-hours escalations.
- Lead or contribute to Service Desk projects focused on roles, responsibilities, and service delivery.
- Collaborate proactively with Technology teams using industry best practices.
- Provide advanced troubleshooting and support for Windows 10/11 and macOS devices, applications, hardware, peripherals, and connectivity.
- Administer endpoint management platforms, including Microsoft Intune and Jamf, and maintain device compliance throughout the lifecycle.
- Support zero-touch provisioning and automated enrollment workflows for Mac and Windows devices.
- Install, configure, and maintain IT equipment and software in accordance with company standards.
- Administer Microsoft cloud services, including Exchange Online, Entra ID (Azure AD), and Intune.
- Support identity and access management platforms such as Okta, including user provisioning, MFA, group management, and entitlement enrollment and disenrollment.
- Coordinate with vendors and third parties to resolve service-impacting issues in a timely manner.
- Support endpoint and user lifecycle processes through automation and basic scripting.
- Recommend and implement workflow improvements to reduce resolution time and improve service quality.
- Document incidents, requests, root cause analysis, and resolutions in the ticketing system.
- Create and maintain technical documentation, operational procedures, support runbooks, and knowledge base articles.
- Provide hands-on technical leadership, mentoring, and operational guidance, and act as the Service Desk team's primary escalation resource.
- Deliver technology training and knowledge-sharing sessions for end users.
- Communicate clearly and professionally with users at all organizational levels.
Benefits
- Ability to work remotely.
- Health benefits beginning on the first day of employment.
- $100 monthly fitness allotment.
- Tuition reimbursement program.
- Enhanced mental health resources.
- 401(k) plan with generous company match.
- Annual profit-sharing contribution, subject to company performance.
- PTO, floating holidays, wellness day off, birthday day off, and additional time off.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
