Senior Service Desk Technician

Role overview

Provide advanced end-user technology support across a hybrid enterprise environment, resolving device, operating system, application, access, and performance issues. The role combines escalated troubleshooting with service platform administration, endpoint lifecycle work, documentation, and mentoring for less experienced support staff.

Responsibilities

- Deliver Tier II and Tier III support for Windows and macOS devices, enterprise applications, and user access issues. - Investigate complex hardware, software, and performance problems, coordinating with infrastructure, network, and security teams when needed. - Support collaboration and business platforms, identity services, and endpoint management tools. - Maintain device and asset records and contribute to endpoint lifecycle work such as imaging, patching, deployment, and scripting. - Serve as an escalation point and technical mentor for junior technicians and helpdesk staff. - Write internal guides and best practices, and assist with application or hardware rollouts and pilot testing.

Requirements

- At least three years of desktop support or end-user computing experience in a medium or large enterprise. - Hands-on experience with hybrid Active Directory and Azure AD. - Working knowledge of Microsoft 365 applications, especially Exchange Online, Teams, and OneDrive. - Experience managing endpoints with Intune and JAMF. - Strong diagnostic skills and experience handling escalated technical issues. - Clear written and verbal communication, including explaining technical issues to nontechnical users. - Familiarity with Windows and macOS, network protocols, security practices, and remote support tools. - Ability to prioritize competing tasks and work independently as well as with cross-functional teams.

Nice to have

- Basic scripting with PowerShell, Python, or a similar language. - Knowledge of VPNs, firewalls, endpoint protection, or VLANs; relevant IT certifications are also useful.