Senior Service Desk Technician, Executive Support

About the role

The Senior Service Desk Technician, Executive Support plays a critical role in the Corporate IT team at Applied. This position serves as a technical lead and primary escalation point for the Service Desk team, managing complex incidents and mentoring junior technicians.

Responsibilities

• Acts as the primary technical escalation point for complex incidents and service requests from L1 Service Desk Technicians.
• Identifies, prioritizes, and confirms problem resolutions for recurring issues (Problem Management).
• Mentors, coaches, and provides on-the-job training to junior Service Desk staff, acting as a technical lead and quality check.
• Buils and maintains in-depth technical knowledge of end-user systems to effectively resolve L2 issues (e.g., advanced GPO, Intune, or registry troubleshooting).
• Analyzes ticket data and trends to identify systemic issues, knowledge gaps, and opportunities for process improvement or automation.
• Manages and curates the Service Desk knowledge base, ensuring all technical documentation is accurate, up-to-date, and easy to understand.
• Assists the Service Desk Manager with reporting, metrics analysis, and quality assurance checks on tickets.
• Captures and coordinates with L2/L3 teams (Infrastructure, Desktop, Network, etc.) during major incidents, acting as a communication liaison to the Service Desk.
• Performs on-call duties on a rotation basis for after-hours escalations.
• Maintains a thorough understanding of ITIL principles (Incident, Problem, Change, Knowledge) and applies them to daily work.
• Presents recommendations for service improvements to management in a structured and understandable manner.

Location Specific Tasks

• Serves as the dedicated onsite IT technician and primary point of contact for the Applied Systems Chicago Fulton Market office, supporting our executive-level users.
• Independently manages a complex onsite environment while building and maintaining strong relationships with the office and building property management contacts and assisting with facilities-related IT matters and vendor coordination.
• Manages a full spectrum of IT support needs for the Chicago office population, providing hands-on support across all hardware, software, network, and access control needs.
• Maintains IT hardware inventory for provisioning/shipping for break-fix needs as well as arranging hardware recovery.

Requirements

• Minimum of 3-5 years of experience in an enterprise Service Desk environment.
• Proven experience acting as a team lead, senior technician, or primary escalation point.
• Strong technical knowledge of Windows, macOS, Active Directory, Azure AD, GPOs, and endpoint management tools (e.g., Intune, Kandji).
• Significant experience with IT Service Management (ITSM) platforms, including reporting and dashboarding.
• Strong understanding of the ITIL framework, particularly Incident, Problem, and Knowledge Management.
• Keen attention to detail with strong analytical, trend-analysis, and problem-solving abilities.
• Able to effectively prioritize and execute tasks under stress.
• Strong written and oral communication skills, with a proven ability to mentor and guide junior team members.

Qualifications

• BS Degree or Equivalent experience.
• ITIL Foundations, CompTIA A+, and/or Security+ strongly preferred.
• Microsoft 365 Certified: Endpoint Administrator Associate is a plus.