As a Senior Service Desk Technician , you will play a critical role in delivering high-quality IT support across the organization. Serving as the primary escalation point for Tier 2 and Tier 3 support requests, you will troubleshoot and resolve complex hardware, software, and network issues while ensuring a seamless technology experience for end users.
The ideal candidate is a skilled problem solver with strong technical expertise, exceptional customer service skills, and the ability to communicate effectively with both technical and non-technical stakeholders. You are proactive, detail-oriented, and committed to delivering timely and effective solutions.
Key Responsibilities:
- Advanced Troubleshooting: Diagnose and resolve complex technical issues related to desktop operating systems, cloud-based applications (e.g., Microsoft 365), and hardware endpoints (Windows, MacOS, and mobile iOS & Android).
- Deliver prompt in-person and remote (phone) support to local and remote users and provide occasional white glove service to executives.
- Thrives in fast-paced, high-volume environments, delivering high-quality output under tight deadlines
- Strong communication and problem-solving skills
- Management in Microsoft 365 suite; Intune, Entra, SharePoint, Teams, OneDrive, Defender, Exchange, etc.
- Execute the new hire onboarding process, including account creation and termination.
- Tier 2/3 Escalation: Act as a technical leader for escalated incidents, guiding junior technicians and resolving tickets that fall outside standard Tier 1 procedures.
- Ability to manage multiple tasks while prioritizing work based on business needs and deadlines.
- Team Collaboration: Be able to work in a team environment, collaborate and assist networking and retail sales teams with department-wide efforts.
- Asset Management & Deployment: Assist with the deployment, maintenance, and inventory tracking of IT hardware and software licenses using PDQ Inventory and PDQ Deploy.
- Documentation and reporting: Create, update, and maintain detailed technical documentation, standard operating procedures (SOPs), and end-user guides for the company knowledge base. Utilize ADManager to generate reports for reference and analysis.
- Vendor Management: Work closely with third-party vendors and external IT support to resolve escalated technical problems with specialized software and hardware.
- Cellular Provider Management: Work with our cellular providers (AT&T, T-Mobile) to manage all mobile service contracts and mobile networks at store locations.
- System Monitoring: Monitor IT systems, network performance, and data security, identifying potential problems before they escalate.
- Maintain and support Audio/Visual technology, including conference room systems (Poly), and company events.
- Support store and warehouse Zebra and RFID printers/scanners, including configuration, setup, and troubleshooting.
- Provide level 1 & 2 support for POS systems on an as-needed basis.
Technical Skills:
- Proficiency in provisioning and administering user identities and access in Azure AD (MFA), Microsoft 365 suite and on-prem Active Directory.
- Familiarity with IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Zendesk).
- Strong understanding of Windows OS, OSI model/layers, network protocols, VPN, and wireless connectivity.
- Hardware repair and maintenance, laptops, desktops, all-in-one POS systems.
- Basic understanding of Windows Servers and network topology.
- Supporting business applications like SAP, Salesforce, Smartsheet, Docusign, and other business applications.
- Ability to lift and carry IT equipment up to 50 lbs.
- Certifications (Preferred): CompTIA A+, CompTIA Network+, Microsoft 365 Certified, or ITIL Foundations.
Qualifications & Requirements:
- Education: Bachelor’s degree in Computer Science, Information Technology, Engineering or a related field (or equivalent hands-on experience).
- Experience: 4+ years of experience in an enterprise-level IT service desk or desktop support environment.
- Fluent in Spanish, with strong written and verbal communication skills.
The appointed candidate will be offered a salary within the range of $75,000 - $85,000 plus the opportunity to participate on a comprehensive benefits package including: medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks and retirement plans with employer contributions.
Note: availability of these benefits and perks may be subject to work location & employment type and may have certain eligibility requirements. Salaries will be negotiated based on relevant skills and experience.
