Senior Service Desk Technician (Phoenix, AZ)
About the role
As a Senior Service Desk Technician on the IT Service Desk team, you’ll play a pivotal role by providing end user support for all EFE staff. This includes interfacing with end users at all levels as well as other cross-functional IT teams. The Service Desk Technician is the initial point of contact for IT support and is responsible for gathering and analyzing information regarding the end user’s request or issue, troubleshooting, resolving or escalating as needed and handling the ticket through resolution.
Responsibilities
- Respond to incidents and service requests for calls and tickets with timely resolution.
- Troubleshoot and resolve hardware, software, and basic network issues.
- Follow up on open tickets, ensuring timely resolution and user communication.
- Escalate complex issues to higher-level support and/or specialized teams.
- Utilize and contribute to the knowledge base, documenting solutions, and procedures.
- Follow standard operating procedures (SOPs) for consistent service delivery.
- Absorb and assist with password resets, account provisioning, and access requests.
- Ensure compliance with security policies and data protection standards.
- Assist with pipeline, upcoming, and ongoing projects as requested
Requirements
- 4+ years of technical support experience
- Strong analytical problem solving and troubleshooting abilities
- Excellent interpersonal and teamwork skills; able to work both independently and within a team-oriented environment
- Ability to concisely document processes, procedures, issues, resolutions; strong writing skills required
- Excellent interpersonal and communication skills; able to adapt instructions and guidance to the skill level of the end user
- Self-motivated, forward thinking
- Ability to multitask in a fast-paced environment; handle multiple issues/requests simultaneously; able to quickly re-adjust priorities on demand
- Windows 11 end user support
- Microsoft O365 end user support
- Support, troubleshooting and imaging of hardware (Dell and Mac laptops)
- Basic knowledge of network connectivity and troubleshooting (wired and wireless), TCP/IP subnetting, DHCP, routing & switching, VPN
- Familiarity with Microsoft Active Directory (user & computer accounts, OU’s, Group Policy) and EntraID
- Printer support (both USB and network) – hardware, drivers, installation, print queue management, troubleshooting
Technical Knowledge
- Experience with Windows 11 OS
- Experience with ITSM ticketing systems (JIRA, Avanti, etc.)
- Experience with Avanti Neurons
- Experience with OKTA verify
- Experience with Active Directory
- Experience with Microsoft Office O365
- Experience with monitoring and remote management tools
- Experience with JAMF administration
- Experience with Dell laptops
- Experience with Apple OS
- Experience with Mac laptops
Preferred Certifications
- CompTIA A+
- CompTIA Net+
- ITIL Foundation 4.0
Work Schedule
This position currently follows a hybrid work model. Employees are required to work from the office at least two days per week (Monday – Friday).
Pay
The expected base salary range for this role nationally is $48,900-$65,300. However, final base pay will be carefully determined based on several factors, including responsibilities, job-related skills, relevant experience, geographic location, and market conditions. Additionally, this role may be eligible for other forms of compensation and benefits, such as a discretionary bonus, health, dental and other wellness plans, and 401(k) contributions.
Schedule
This position currently follows a hybrid work model. Employees are required to work from the office at least two days per week (Monday – Friday).
Benefits
This role may be eligible for other forms of compensation and benefits, such as a discretionary bonus, health, dental and other wellness plans, and 401(k) contributions.