Senior Service Desk Technician

Neptune Technology Group • Tallassee, AL

6h • Onsite

About The Position

This role delivers technical support to employees across enterprise platforms like Active Directory, Entra ID, Microsoft 365, and Intune. Key responsibilities include troubleshooting and resolving advanced issues related to identity management, endpoint security, network connectivity, and applications, all while following SLAs and established escalation procedures. The position also involves addressing hardware and software problems, installing and supporting printers, computers, servers, VOIP phones, and mobile devices. Additional duties include maintaining technical documentation and troubleshooting guides, ensuring clear communication, and handling escalated customer concerns with professionalism.

Requirements

• Bachelor's degree (or international equivalent) and 5+ years of relevant experience.

Nice To Haves

• Bachelor’s degree in MIS, Computer Science, or related field.
• Typically requires overnight travel less than 10% of the time.

Responsibilities

• Provide support by ensuring prompt responses to operational, software, and hardware trouble tickets in strict adherence to established service-level agreements (SLAs).
• Troubleshoot and resolve complex hardware and software issues, leveraging research and industry best practices to determine effective solutions.
• Address printer and computer hardware/software concerns, as well as coordinate the procurement, staging, and installation of new computers, peripherals, mobile devices, and printers as necessary.
• Deliver comprehensive technical support for desk phones and mobile devices, including configuration, diagnostics, repair, and replacement of VOIP phones and associated equipment.
• Perform fundamental network troubleshooting and repairs, such as fabricating and installing ethernet cabling, terminating connections, and collaborating with the Network Administrator on both wired and wireless network challenges.
• Monitor, administer, and configure all LAN and WAN devices to maintain optimal network performance.
• Oversee backup systems and procedures, offer recommendations for process optimization and implementation, and execute data restoration as required.
• Availability to work beyond regular business hours when needed, including providing on-call support during system outages or critical incidents.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior