Sr Service Desk Technician
Our client is seeking a Senior Service Desk Technician to provide advanced technical support, mentor junior analysts, and ensure efficient incident management. This role focuses on customer service excellence, problem resolution, and continuous improvement within the IT environment.
Key Responsibilities:
Advanced Support – Troubleshoot complex IT issues related to hardware, software, and networks, serving as an escalation point. Maintain and improve documentation for support processes.
Customer Service – Engage professionally with end users, ensuring clear and timely communication on issue resolutions. Share best practices for handling complex cases.
Reporting & Documentation – Track service desk metrics, generate performance reports, and document resolutions for knowledge transfer and process optimization.
Continuous Learning – Stay updated on emerging technologies and share insights with the team to drive innovation and efficiency.
Desired Experience & Skills:
Leadership & Mentorship – Experience mentoring, delegating tasks, and ensuring quality control in IT support operations.
ITIL & Process Management – Knowledge of incident, problem, and change management (ITIL certification preferred).
Technical Certifications – CompTIA A+, Network+, MCSA/MCSE, CCNA or similar credentials. Advanced troubleshooting in Windows, macOS, and cloud environments.
ITSM & Ticketing Systems – Proficiency in ServiceNow or similar platforms, including reporting and automation capabilities.
Communication & Soft Skills – Ability to explain complex IT concepts, resolve conflicts, and deliver excellent customer service.
Project Involvement – Experience participating in process improvements, system upgrades, and technology rollouts.
Qualifications:
Education – Associate or Bachelor’s degree in IT or equivalent experience.
Experience – 3+ years in Service Desk/Help Desk with advanced troubleshooting; leadership/mentoring experience preferred.
Certifications – ITIL, CompTIA, Microsoft, or vendor-specific credentials are a plus.
Technical Proficiency – Strong knowledge of hardware, operating systems (Windows/macOS), Office suites, Active Directory, networking, and remote support tools.
This role is perfect for an IT support professional looking to advance their career in a dynamic, fast-paced environment