Senior Service Desk Technician

About the role

The Senior Service Desk Technician supports and maintains the organization’s computer systems and peripherals, providing first‑hand support to end‑users and executives. The role also includes mentorship of junior IT staff and participation in special IT projects.

Key responsibilities

• Analyze, diagnose, and resolve complex computer problems for on‑site and remote users.
• Install, configure, test, maintain, monitor, and troubleshoot end‑user hardware, peripherals, and operating systems.
• Document incidents, requests, and asset details in the corporate ticketing system.
• Provide executive “white‑glove” support and assist with onboarding/offboarding processes.
• Participate in testing and implementation of new software tools and provide “smart‑hands” assistance for infrastructure projects.
• Support basic server and network equipment tasks, including cabling in IDF or rack‑mount environments.

Required profile

• 5+ years of relevant experience with demonstrated success in service desk or technical support roles.
• Strong written and oral communication skills with the ability to work collaboratively across departments.
• Experience providing executive‑level support and mentoring junior team members.

Required skills

• Microsoft Entra / Azure AD and on‑prem AD domains.
• Microsoft Intune, JAMF, SCCM, Autopilot, JAMF Zero Touch.
• Windows 10/11 and macOS provisioning and troubleshooting.
• Okta identity, MFA, IAM.
• ServiceNow and Jira ticketing systems.
• CrowdStrike, Microsoft Defender for Endpoint, DLP, web filtering solutions.