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. Serving as the primary escalation point for Tier 2 and Tier 3 support requests, you will troubleshoot and resolve complex hardware, software, and network issues while ensuring a seamless technology experience for end users.

The ideal candidate is 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.

Key Responsibilities:

Advanced Troubleshooting: 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.

Thrives in fast-paced, high-volume environments, delivering high-quality output under tight deadlines

Strong communication and problem-solving skills

Management in Microsoft 365 suite; Intune, Entra, SharePoint, Teams, OneDrive, Defender, Exchange, etc.

Execute the new hire onboarding process, including account creation and termination.

Tier 2/3 Escalation: Act as a technical leader for escalated incidents, guiding junior technicians and resolving tickets that fall outside standard Tier 1 procedures.

Ability to manage multiple tasks while prioritizing work based on business needs and deadlines.

Team Collaboration: Be able to work in a team environment, collaborate and assist networking and retail sales teams with department-wide efforts.

Asset Management & Deployment: Assist with the deployment, maintenance, and inventory tracking of IT hardware and software licenses using PDQ Inventory and PDQ Deploy.

Documentation and reporting: 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.

Vendor Management: Work closely with third-party vendors and external IT support to resolve escalated technical problems with specialized software and hardware.

Cellular Provider Management: Work with our cellular providers (AT&T, T-Mobile) to manage all mobile service contracts and mobile networks at store locations.

System Monitoring: 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.

Technical Skills:

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.

Hardware repair and maintenance, laptops, desktops, all-in-one POS systems.

Basic understanding of Windows Servers and network topology.

Supporting business applications like SAP, Salesforce, Smartsheet, Docusign, and other business applications.

Ability to lift and carry IT equipment up to 50 lbs.

Certifications (Preferred): CompTIA A+, CompTIA Network+, Microsoft 365 Certified, or ITIL Foundations. Qualifications & Requirements:

Education: Bachelor's degree in Computer Science, Information Technology, Engineering or a related field (or equivalent hands-on experience).

Experience: 4+ years of experience in an enterprise-level IT service desk or desktop support environment.

The appointed candidate will be offered a salary within the range of $75,000 - $85,000 plus the opportunity to participate on a comprehensive benefits package including: medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks and retirement plans with employer contributions.

Note: availability of these benefits and perks may be subject to work location & employment type and may have certain eligibility requirements. Salaries will be negotiated based on relevant skills and experience.