Senior Service Desk Technician

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.

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.