Sr. Service Deck Technician

Position Summary:

This position provides advanced IT technical and business support for end users, including hardware, software, and application support. The role combines level 2-3 support duties with level 1 support responsibilities, acting as a subject matter expert (SME) in one or more technologies or systems. The Senior Service Desk Technician will act as the single point of contact for incidents and service requests, ensuring timely resolution and high customer satisfaction.

Essential Duties and Responsibilities:

• Level 2-3 Support:
  • Analyze, troubleshoot, and administer IT technologies across all platforms and delivery models.
  • Perform root cause analysis to prevent reoccurrence of major problems.
  • Provide advanced support for complex issues with Windows and macOS operating systems, standard desktop software (MS Office, Adobe CC, Chrome), printers, scanners, and other peripherals.
  • Implement IT technology upgrades to increase business efficiency with minimal customer impact.
  • Design and implement procedures to enhance future support and service desk effectiveness.
  • Create technology-learning plans and deliver training to IT and customers.
  • Provide training and guidance to the Service Management team and customers to enhance IT technology use.
  • Manage user accounts in Active Directory/Azure AD, M365, and other SaaS applications.
  • Check EDR logs and address incidents.
• Level 1 Support:
  • Troubleshoot and resolve basic issues with operating systems, desktop software, and peripherals.
  • Provide high-level customer service and act as the single point of contact for all problems/incidents.
  • Provide level one support for Azure Virtual Desktop environment and network connectivity in a hybrid environment.
  • Assist with conference room setup, teardown, and maintenance.
  • Work within ITSM system to document and resolve issues and project work.
  • Manage IT consumable inventory and ensure security best practices.

What you should show up ready to teach anyone on your first day:

• Demonstrate problem-solving, critical thinking, planning, analyzing, and communication skills.
• Demonstrate comfort with supporting a hybrid work environment using a variety of communication and support tools and methods.
• Ability to work collaboratively with colleagues to foster teamwork, share professional knowledge, and implement best practices.

Within your first month, you'll:

• Contribute new ideas and demonstrate growth of both company process and general IT knowledge.
• Provide level one support for Microsoft Office, Adobe applications, network connectivity, printers, and web browsers.

Within your first year, you'll:

• Build and maintain expertise in relevant products, features, functions, and service offerings.
• Develop SME-level expertise in one or more technology/application areas.
• Gain in-depth understanding of company processes and participate in process improvement workshops.

Supervisory Responsibilities:

• None.

Education and Experience:

• 4 years desktop support or system/application experience and expertise
• Bachelor's degree in technology related field - preferred or equivalent education and experience.
• Preferred: Certifications relevant to Microsoft or Apple tools and/or operating systems, A+
• Experienced and effective in leading small to large IT projects in support of the selection, implementation/upgrade, and maintenance of IT systems and technologies
• Expert in Windows Desktop OS
• Experience with Apple operating systems (macOS, iOS, iPadOS)
• Expert with Microsoft Office Suite
• Advanced experience with IT hardware and device operation and configuration
• Solid experience with problem and root-cause analysis techniques and methodologies

Qualifications:

• Proficient in managing and troubleshooting mobile devices
• Business application and/or IT technology SME
• Expertise in verbal and written communications and in delivering training and presentations
• Ability to handle multiple priorities effectively in a fast-paced environment
• Excellent communication skills (both verbal and written) for interacting with employees and vendors
• Minimal travel might be required.

Reasonable Accommodation Notice Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.