Senior Service Desk Technician

About the role

The Senior Service Desk Technician plays a critical role in delivering high-quality end-user technology support while providing operational leadership within the Service Desk. This role supports Windows and macOS environments, leads complex incident resolution and service desk initiatives, and collaborates closely with internal Technology teams and vendors to ensure service excellence aligned with best practices.

Responsibilities

• Lead and assist Service Desk Technicians in supporting internal employees and external clients
• Act as a senior escalation point for complex or unresolved incidents
• Participate in and support on-call rotations, including after-hours escalations
• Lead or contribute to Service Desk-focused projects, with attention to improving 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
• Support a wide range of applications, hardware, peripherals, and connectivity issues
• Administer endpoint management platforms, including Microsoft Intune and Jamf, ensuring 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 alignment 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/disenrollment
• Work directly 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
• Accurately document incidents, requests, root cause analysis, and resolutions in the ticketing system
• Maintain technical documentation, process guides, and knowledge base articles
• Provide technical guidance and mentoring to junior Service Desk staff
• Deliver technology training and knowledge-sharing sessions for end users
• Communicate clearly and professionally with users at all levels of the organization

Requirements

• 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 (Exchange Online, Entra ID, Intune)
• Strong experience with endpoint management tools, especially Jamf and Intune
• Experience with ITSM/ticketing platforms (ServiceNow, Jira, or similar)
• Solid understanding of ITIL practices, especially Incident and Problem Management
• Solid understanding of basic networking and security concepts (2+ years)
• In-depth, hands-on experience administering identity platforms such as Okta, including SSO integrations, MFA policies, and provisioning workflows
• Strong troubleshooting skills with the ability to perform under pressure and handle multiple priorities
• Demonstrated commitment to providing excellent customer service
• Basic scripting experience (PowerShell, Bash, or similar) preferred
• Experience supporting automation workflows and zero-touch device provisioning preferred
• Prior experience leading projects or mentoring junior technicians preferred
• Experience coordinating with vendors and third-party support providers preferred

Qualifications

Preferred qualifications include:

• Experience working in a remote or hybrid work environment
• Experience with cloud-based collaboration tools and platforms
• Experience with cybersecurity and threat mitigation strategies
• Experience with project management methodologies and tools

Skills

• Technical problem-solving skills
• Customer service orientation
• Teamwork and collaboration
• Adaptability and flexibility
• Attention to detail

Benefits

• Base salary range: $85K to $91K/year
• Excellent health benefits
• $100 monthly fitness allotment
• Tuition reimbursement program
• Enhanced mental health resources
• 401(k) plan with generous company match and annual profit sharing contribution (subject to company performance)
• PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!

Pay

The base salary range for this position is $85K to $91K/year. Offered salary will be determined by several factors, including but not limited to: applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data.

Schedule

Remote work is available.