Senior Service Desk technician

Moser Consulting•Indianapolis, IN

1d•$51,000 - $86,000•Hybrid

About The Position

The Service Desk Technician is the front line of the CoreTech service delivery model — the role where the org’s commitment to excellence is either proven or tested on every single interaction. Technicians are the first point of contact for every stakeholder who needs support, the hands that resolve the issues that matter most to the people this org exists to serve, and the foundation upon which every other role in the Service Center is built. Without Technicians performing at a high level, nothing else in the structure works. The Service Desk Technician operates within an assigned Service Center, supported day-to-day by a Service Desk Analyst who manages workload priorities and removes operational blockers, and led by a Service Owner who sets the standard for how the team performs and how stakeholders are treated. This structure exists to give Technicians everything they need to do their best work — clear priorities, accessible knowledge, and a team that holds itself accountable. In return, the Technician is expected to bring ownership, quality, and professionalism to every ticket, every shift, and every stakeholder interaction. As part of a 24x7 service operation, the Service Desk Technician plays a vital role in ensuring that coverage never lapses, handoffs never fail, and the standard of service is consistent whether it is 9am on a Monday or 3am on a Sunday. As they grow in this role, Technicians become technical authorities, mentors to their peers, and contributors to the knowledge and standards that define what great service looks like across the org.

Requirements

Bachelor’s degree in computer science, information technology, or a related field; or equivalent experience.
Advanced knowledge and hands-on experience in managing complex IT support scenarios.

Nice To Haves

ITIL Intermediate (Service Lifecycle)
CompTIA A+
CompTIA Network+
CompTIA Security+
Microsoft Certified Desktop Support Technician (MCDST)
Microsoft Certified Solutions Associate (MSCA)
Microsoft Certified Professional (MCP)
Cisco Certified Network Associate (CNA)
Certified Information Systems Security Professional (CISSP)

Responsibilities

Acts as a liaison between the IT department and other business units, ensuring aligned objectives.
Actively participates in business development activities, helping to develop proposals and solutions for clients, and learning to articulate the value proposition of network solutions.
Drives the evaluation and integration of new technologies into support practices.
Engages in IT infrastructure projects, providing support and ensuring seamless implementation.
Proven ability to lead and mentor lower technicians, fostering a collaborative team environment.