Senior Service Desk Technician

What we need 

We are looking for a Senior Service Desk Technician to join our Service Desk team within our Corporate IT organization. Your job will be to provide advanced technical support for end users, ensuring smooth operation of laptops, desktops, printers, and related systems. You will also serve as an escalation point for complex issues while mentoring junior technicians. 

What we do 

The IT Service Desk team is part of the Corporate IT organization which is responsible for providing reliable, secure, and efficient technology services to employees across the company. Our team supports a wide range of hardware and software platforms while ensuring users can focus on delivering innovative solutions. 

What you’ll do 

• Provide support for laptops, desktops, printers, and peripheral devices. 

• Serve as an escalation point for complex technical issues from other service desk team members. 

• Troubleshoot and support Windows, MacOS, and Linux operating systems. 

• Manage and resolve service tickets using Jira Service Desk while maintaining accurate documentation. 

• Support and administer Microsoft Intune, Microsoft Office, and Google Workspace environments. 

• Utilize and monitor security tools including Zscaler, Microsoft Defender, SentinelOne, and N-Able N-Central. 

• Assist with asset management, process improvement, and creating/updating knowledge base documentation. 

• Collaborate with cross-functional teams to drive IT service enhancements and projects. 

What you’ll need 

• Minimum of 5 years of experience in IT support, including advanced troubleshooting of Windows, MacOS, and Linux systems. 

• Proven experience delivering excellent customer service and working as part of a collaborative IT team. 

• Strong hands-on knowledge of Microsoft Intune, Microsoft Office, and Google Workspace. 

• Experience supporting and managing security tools such as Zscaler, Microsoft Defender, SentinelOne, Absolute, JAMF, Kandji, and N-Central. 

• Practical experience with Jira Service Desk for ticketing and workflow management. 

• Knowledge of asset management processes, documentation standards, and IT process improvement. 

• Strong communication skills and the ability to explain technical issues clearly to non-technical users. 

• Bachelor’s degree in information technology or related field preferred or equivalent experience.