<p>Our client is seeking a <strong>Senior Service Desk Technician</strong> to provide advanced technical support, mentor junior analysts, and ensure efficient incident management. This role focuses on <strong>customer service excellence, problem resolution, and continuous improvement </strong>within the IT environment.</p><p><br></p><p><strong><u>Key Responsibilities:</u></strong></p><p><br></p><p><strong>Advanced Support</strong> – Troubleshoot complex IT issues related to hardware, software, and networks, serving as an escalation point. Maintain and improve documentation for support processes.</p><p><strong>Customer Service</strong> – Engage professionally with end users, ensuring clear and timely communication on issue resolutions. Share best practices for handling complex cases.</p><p><strong>Reporting & Documentation</strong> – Track service desk metrics, generate performance reports, and document resolutions for knowledge transfer and process optimization.</p><p><strong>Continuous Learning</strong> – Stay updated on emerging technologies and share insights with the team to drive innovation and efficiency.</p>

<p><strong><u>Desired Experience & Skills:</u></strong></p><p><br></p><p><strong>Leadership & Mentorship</strong> – Experience mentoring, delegating tasks, and ensuring quality control in IT support operations.</p><p><strong>ITIL & Process Management</strong> – Knowledge of <strong>incident, problem, and change management</strong> (ITIL certification preferred).</p><p><strong>Technical Certifications</strong> – <strong>CompTIA A+, Network+, MCSA/MCSE, CCNA</strong> or similar credentials. Advanced troubleshooting in <strong>Windows, macOS, and cloud environments</strong>.</p><p><strong>ITSM & Ticketing Systems</strong> – Proficiency in <strong>ServiceNow or similar platforms</strong>, including reporting and automation capabilities.</p><p><strong>Communication & Soft Skills</strong> – Ability to explain complex IT concepts, resolve conflicts, and <strong>deliver excellent customer service</strong>.</p><p><strong>Project Involvement</strong> – Experience participating in <strong>process improvements, system upgrades, and technology rollouts</strong>.</p><p><br></p><p><strong><u>Qualifications:</u></strong></p><p><br></p><p><strong>Education</strong> – Associate or <strong>Bachelor’s degree in IT</strong> or equivalent experience.</p><p><strong>Experience</strong> – <strong>3+ years in Service Desk/Help Desk</strong> with advanced troubleshooting; leadership/mentoring experience preferred.</p><p><strong>Certifications</strong> – <strong>ITIL, CompTIA, Microsoft, or vendor-specific</strong> credentials are a plus.</p><p><strong>Technical Proficiency</strong> – Strong knowledge of <strong>hardware, operating systems (Windows/macOS), Office suites, Active Directory, networking, and remote support tools</strong>.</p><p>This role is perfect for an IT support professional looking to advance their career in a dynamic, fast-paced environment</p>

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