Overview
On Site
Depends on Experience
Contract - W2
Contract - 6 Month(s)
Skills
Active Directory
Adobe Creative Cloud
Computer Hardware
Customer Satisfaction
Customer Service
Google Chrome
IOS Development
IT Service Management
Inventory
Management
Media
Microsoft
Microsoft Azure
Microsoft Office
Microsoft Windows
Network
OS X
Operating Systems
Printers
Remote Support
Root Cause Analysis
SaaS
Service Desk
Service Management
Tier 1
Training
Virtual Desktop
Job Details
Our media client is looking for a Senior Service Desk Technician; The role combines level 2-3 support duties with level 1 support responsibilities, acting as a subject matter expert (SME) in one or more technologies or systems. The Senior Service Desk Technician will act as the single point of contact for incidents and service requests, ensuring timely resolution and high customer satisfaction.
Must:
4 years of Tier 1-3 experience
Strong communication
Onsite 5 days a week
Level 2-3 Support:
- Analyze, troubleshoot, and administer IT technologies across all platforms and delivery models. o Perform root cause analysis to prevent reoccurrence of major problems.
- Provide advanced support for complex issues with Windows and macOS operating systems, standard desktop software (MS Office, Adobe CC, Chrome), printers, scanners, and other peripherals.
- Implement IT technology upgrades to increase business efficiency with minimal customer impact.
- Design and implement procedures to enhance future support and service desk effectiveness.
- Create technology-learning plans and deliver training to IT and customers.
- Provide training and guidance to the Service Management team and customers to enhance IT technology use.
- Manage user accounts in Active Directory/Azure AD, M365, and other SaaS applications.
- Check EDR logs and address incidents.
Level 1 Support:
- Troubleshoot and resolve basic issues with operating systems, desktop software, and peripherals.
- Provide high-level customer service and act as the single point of contact for all problems/incidents.
- Provide level one support for Azure Virtual Desktop environment and network connectivity in a hybrid environment.
- Assist with conference room setup, teardown, and maintenance.
- Work within ITSM system to document and resolve issues and project work.
- Manage IT consumable inventory and ensure security best practices.
Must have:
- 4 years desktop support or system/application experience and expertise
- Bachelor s degree in technology related field preferred or equivalent education and experience
- Experienced and effective in leading small to large IT projects in support of the selection, implementation/upgrade, and maintenance of IT systems and technologies
- Windows Desktop OS
- Apple operating systems (macOS, iOS, iPadOS)
- Microsoft Office Suite
- Advanced experience with IT hardware and device operation and configuration
- Solid experience with problem and root-cause analysis techniques and methodologies
Nice:
- Certifications relevant to Microsoft or Apple tools and/or operating systems, A+
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.