Senior Service Desk Technician

The Opportunity: 

We are looking for a Senior Desktop Technician who will be responsible for delivering seamless and secure end-user computing experience across a hybrid enterprise environment. This role blends advanced technical troubleshooting, ServiceNow administration, and cross-functional collaboration with a strong emphasis on mentoring and continuous service improvement. The ideal candidate will thrive in a fast-paced, evolving IT landscape and demonstrate a passion for operational excellence and user satisfaction.

As a key member of the IT team in the IS department, you will make significant contributions to our team with accountability for the following:

• Provide Tier II/Tier III support for end-user devices, operating systems (Windows/Mac), and enterprise applications.

• Lead complex troubleshooting efforts related to hardware, software, user access, and performance issues.

• Administer and support platforms such as Microsoft 365 (Exchange, Teams, OneDrive,), Egnyte, Smartsheets, DocuSign, Confluence.

• Support identity and access services through Azure SSO, SCIM, and MDM.

• Maintain accurate asset records and participate in lifecycle management initiatives.

• Act as a technical mentor and escalation point for junior technicians and helpdesk staff.

• Create and maintain documentation, guides, and best practices for internal use.

• Work closely with infrastructure, network, and security teams on cross-functional initiatives.

• Participate in desktop solution lifecycle management, including image creation, patching, deployment, and automation scripting.

• Rapidly acquire proficiency in new systems, tools, and platforms.

• Participate in rollouts and pilot testing of new applications, hardware, or infrastructure.

• Balance multiple competing tasks and priorities effectively.

Required Skills, Experience and Education:

• 3+ years of experience in desktop support or end-user computing roles within a medium-to-large enterprise.

• Strong hands-on experience with Hybrid Active Directory / Azure AD.

• Knowledge of Microsoft 365 Suite, especially Exchange Online, Teams, OneDrive, and applications.

• Experience managing endpoints through Intune and JAMF.

• Strong analytical and problem-solving skills with proven experience handling escalated technical issues.

• Excellent verbal and written communication skills; able to explain technical concepts to non-technical users.

• Experience creating user guides, documentation, or training materials for technical audiences.

• Working knowledge of Windows and MacOS environments, network protocols, cybersecurity best practices, and remote support tools.

• Ability to work both independently and as part of a collaborative, cross-functional team.

Preferred Skills:

• Basic scripting experience (PowerShell, Python, or similar).

• Understanding of security and network fundamentals (VPN, firewalls, endpoint protection, VLANs).

• Initiative and enthusiasm for continuous service improvement.

• Strong organizational and time management skills.

• IT certifications such as CompTIA A+/Network+/Security+, Microsoft 365, or Azure Fundamentals.

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