Senior Service Desk Technician

The Service Desk Technician provides technical support for customers who experience computer and software issues in the areas of standard Windows desktop applications as well as applications developed by the customer. This position serves as the first point of contact for troubleshooting hardware and software problems.

Required Skills and Experience: At least five (5) years of experience in the following:

• Providing help desk support for the Windows operating system, Windows based applications and databases, and AD account management;
• Providing help desk support for iOS devices, iOS-based applications, and iCloud account management;
• Configuring, imaging and deploying Windows based laptops, printers, and desktop assets;
• Workflow management applications such as Zendesk, ServiceNow, Ivanti, or BMC Helix.
• ITIL v4 Foundation
• CompTIA A+ certification
• Respond to service requests and service incidents reported by company staff via phone, email, or web portal. Ensure information is accurately entered into the ticketing system and that all assigned tickets are tracked and managed to resolution within defined service level agreements.
• Ability to provide tier 1 and tier 2 support for a Windows-based desktop environment, including common desktop applications such as Microsoft365 and Adobe, as well as managing user accounts and Active Directory.
• Ability to provide tier 1 and tier 2 support for iOS-based mobile devices, including common mobile-based applications such as email, Microsoft365, and authentication applications.
• Configure and deploy PCs, laptops, printers, mobile phones, tablets, and other desktop IT assets.
• Interact with network team and application development teams to restore services and/or identify and correct issues.
• Simulate or re-create user problems to resolve incidents.
• Recommend system modifications to reduce user problems and service incidents.

Preferred Experience: At least five (5) years of experience in the following:

• Endpoint protection and management tools such as Cisco AMP, Absolute, or HP Sure Click;
• IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix.