Sr. Service Desk Technician
ConnectionAbout the role
Overview
Senior Service Desk Technician
Location: San Jose, CASchedule: On-site, Monday–Friday, 8:00 AM – 5:00 PMCompensation: $35–40/hr (contract); $40/hr once permanentType: Contract-to-Hire (potential conversion after 6+ months)
Our client is seeking a Senior Service Desk Technician to deliver high-quality, ITIL-aligned support across hardware, software, and enterprise services. This role goes beyond core service desk duties, requiring increased independence, technical depth, and efficiency. The Senior Technician acts as a role model for best practices in ticket handling, documentation, SLA adherence, and knowledge sharing, while mentoring junior team members.
Responsibilities
Provide advanced first-level support for hardware, software, and IT services across corporate offices and field teams.
Troubleshoot issues involving Windows 11, macOS, printers, mobile devices, and network connectivity.
Fulfill service requests such as new hire setups, account provisioning, and peripheral deployments.
Record, categorize, and prioritize tickets using ITIL-based Incident and Request Management practices.
Ensure timely resolution of tickets in compliance with defined SLAs.
Document resolution steps and contribute to internal knowledge base improvements.
Escalate issues appropriately for L2/engineering support when necessary.
Participate in the after-hours support rotation.
Mentor and provide knowledge-sharing support to junior service desk staff.
Min
USD $35.00/Hr.Max
USD $40.00/Hr.Qualifications
- Experience: 3–5+ years in IT Service Desk or Desktop Support roles.
Proficiency in Microsoft 365, Windows 11, macOS, iOS, Active Directory, and Intune.
Strong working knowledge of computer systems, peripherals, printers, and mobile devices.
Experience with ITSM platforms (Freshservice or similar) and SLA-driven ticket management.
Understanding of ITIL processes (Incident, Request, Change, and Knowledge Management).
Excellent analytical, troubleshooting, communication, and documentation skills.
Ability to work independently, demonstrate initiative, and deliver high-quality service.
Education: High School Diploma or GED required; Associate’s or Bachelor’s in IT/Computer Science preferred.
Certifications: ITIL Foundation strongly encouraged; CompTIA A+, Network+, or Microsoft certifications a plus.
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