Senior Service Desk Technician

As a Senior Service Desk Technician, you will play a critical role in delivering high-quality IT support across the organization. You are a skilled problem solver with strong technical expertise, exceptional customer service skills, and the ability to communicate effectively with both technical and non-technical stakeholders. You are proactive, detail-oriented, and committed to delivering timely and effective solutions.

Responsibilities

• Diagnose and resolve complex technical issues related to desktop operating systems, cloud-based applications (e.g., Microsoft 365), and hardware endpoints (Windows, MacOS, and mobile iOS & Android).
• Deliver prompt in-person and remote (phone) support to local and remote users and provide occasional white-glove service to executives.
• Act as a technical leader for escalated incidents, guiding junior technicians and resolving tickets that fall outside standard Tier 1 procedures.
• Manage multiple tasks while prioritizing work based on business needs and deadlines.
• Work in a team environment, collaborate and assist networking and retail sales teams with department-wide efforts.
• Assist with the deployment, maintenance, and inventory tracking of IT hardware and software licenses using PDQ Inventory and PDQ Deploy.
• Create, update, and maintain detailed technical documentation, standard operating procedures (SOPs), and end-user guides for the company knowledge base.
• Utilize ADManager to generate reports for reference and analysis.
• Work closely with third-party vendors and external IT support to resolve escalated technical problems with specialized software and hardware.
• Manage all mobile service contracts and mobile networks at store locations with cellular providers (AT&T, T-Mobile).
• Monitor IT systems, network performance, and data security, identifying potential problems before they escalate.
• Maintain and support Audio/Visual technology, including conference room systems (Poly), and company events.
• Support store and warehouse Zebra and RFID printers/scanners, including configuration, setup, and troubleshooting.
• Provide level 1 & 2 support for POS systems on an as-needed basis.
• Execute the new hire onboarding process, including account creation and termination.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering or a related field (or equivalent hands-on experience).
• 4+ years of experience in an enterprise-level IT service desk or desktop support environment.
• Proficiency in provisioning and administering user identities and access in Azure AD (MFA), Microsoft 365 suite, and on-prem Active Directory.
• Familiarity with IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Zendesk).
• Strong understanding of Windows OS, OSI model/layers, network protocols, VPN, and wireless connectivity.
• Experience with hardware repair and maintenance for laptops, desktops, and all-in-one POS systems.
• Basic understanding of Windows Servers and network topology.
• Experience supporting business applications like SAP, Salesforce, Smartsheet, DocuSign, and other business applications.
• Ability to lift and carry IT equipment up to 50 lbs.

Skills

• Strong communication and problem-solving skills.
• Management of Microsoft 365 suite: Intune, Entra, SharePoint, Teams, OneDrive, Defender, Exchange, etc.
• Thrives in fast-paced, high-volume environments, delivering high-quality output under tight deadlines.

Qualifications (Preferred)

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Certified
• ITIL Foundations

Pay

Salary range: $75,000 - $85,000, negotiated based on relevant skills and experience.

Benefits

• Medical, dental, and vision insurance.
• Short and long-term disability.
• Various paid time off programs.
• Employee discount/perks.
• Retirement plans with employer contributions.