Senior Service Desk Technician

Savers / Value Village•Bellevue, WA

17d•$33 - $47•Onsite

About The Position

The Senior Service Desk Technician is a senior technical resource within the service technician team, serving as the primary escalation point for complex issues and delivering exceptional support experiences across our Bellevue corporate office, retail locations, and remote workforce. This role requires advanced troubleshooting skills, deep knowledge of enterprise technologies, and the ability to provide white-glove service for executives and high-priority users. You’ll own critical support functions, including advanced troubleshooting for Windows 11, Microsoft 365, and enterprise applications; managing onboarding and offboarding workflows; and maintaining office infrastructure such as A/V systems, conferencing solutions, and network-connected devices. Success in this role means resolving issues quickly, proactively, and professionally to ensure seamless technology experiences in a dynamic, multi-site environment.

Requirements

Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
Minimum of 5 years of hands-on experience in desktop support or a similar role, with a proven record of supporting employees in both office and remote environments.
Demonstrated expertise in troubleshooting Windows operating systems, Microsoft 365, and enterprise applications.
Experience with endpoint management tools (e.g., Intune, SCCM), Active Directory, and ITSM ticketing systems.
Strong customer service background, with the ability to communicate effectively with technical and non-technical users.
Experience supporting large office network printers, A/V equipment, and remote connectivity solutions preferred.
Availability to work flexible hours, including holidays, weekends, and on-call shifts as required.

Nice To Haves

Experience setting up and troubleshooting Microsoft Teams Room equipment and conference solutions.
Mobile device support experience, including iOS and Android platforms.
Proficiency with PowerShell scripting for automation and advanced troubleshooting.
High-level expertise in Exchange Online administration and support.
Exposure to supporting retail or multi-site environments.
Experience with enterprise security best practices, including MFA, phishing prevention, and endpoint protection.

Responsibilities

Provide white-glove, executive-level IT support for corporate leadership and office staff, ensuring prompt, discreet, and effective resolution of technology issues.
Own the end-to-end onboarding and offboarding process for employees, including provisioning, configuring, and decommissioning hardware and software assets across multiple platforms.
Troubleshoot, maintain, and support Windows operating systems, Microsoft 365, and enterprise applications for both on-site and remote users.
Administer and support office network infrastructure, including large-format printers (Konica Minolta, Xerox), VOIP devices, and wired/wireless connectivity.
Deliver advanced A/V support for conference rooms and executive meetings, including setup, configuration, and real-time troubleshooting of audio/video equipment.
Provide remote support for field employees and retail locations, including VPN connectivity, endpoint management, and mobile device troubleshooting.
Accurately document incidents, service requests, and resolutions in the ITSM ticketing system, contributing to process improvement and knowledge sharing.
Collaborate with cross-functional IT teams to escalate complex incidents, implement system upgrades, and integrate new technology solutions.
Mentor and support fellow technicians, promoting best practices, efficiency, and professional development within the team.
Demonstrate strong customer advocacy and service skills, establishing credibility and rapport with both technical and non-technical users.
Exhibit high-level organizational skills, attention to detail, and the ability to prioritize and execute tasks in a fast-paced, constantly changing environment.
Act as a thought leader within the team, driving process enhancements, challenging existing practices, and advancing IT support strategy.
Maintain a professional appearance and demeanor, consistently upholding high standards of service and optics within the office.
Adhere to established SLAs and KPIs, driving improvements in mean time to resolution (MTTR) and customer satisfaction.
Demonstrate reliability, initiative, and the ability to work independently or as part of a team, including availability for holidays, weekends, and on-call shifts as required.

Benefits

Comprehensive coverage (medical/dental/vision) at a reasonable cost
Specialized health and wellness programs ( quit smoking, counseling, diabetes management, chronic joint pain)
Sick Pay
Vacation Pay - Approximately 2 weeks
6 paid holidays plus 1 to 2 additional floating holidays
Team member discounts Up to 50% off store merchandise
Flexible spending accounts Use pre-tax dollars for eligible health and day care expenses
Employee Assistance Program (EAP) A whole suite of free tools and resources to manage life’s challenges and maintain a healthy work-life balance
A 401k plan with generous company matching contributions to assist you in saving for a secure financial future.
Company provided peace of mind and the option to purchase a supplemental plan
Annual Bonus
Performance Merit Increases
Disability Insurance
Parental Leave