Viridiengroup
Senior IT Service Desk Specialist Position
Viridiengroup, Houston, Texas, United States, 77246
Senior IT Service Desk Specialist page is loaded Senior IT Service Desk Specialist Apply remote type Hybrid locations Houston, United States of America time type Full time posted on Posted 8 Days Ago job requisition id JR100876 Viridien ( www.viridiengroup.com ) is an advanced technology, digital and Earth data company that pushes the boundaries of science for a more prosperous and sustainable future. With our ingenuity, drive and deep curiosity we discover new insights, innovations, and solutions that efficiently and responsibly resolve complex natural resource, digital, energy transition and infrastructure challenges.
Senior IT Service Desk Specialist
Position Summary: The Senior IT Service Desk Specialist plays a key role in delivering advanced technical support, resolving escalated issues, mentoring junior staff, and driving continuous improvement within the IT support function. This position also contributes to IT projects that enhance system reliability, user experience, and service delivery. The ideal candidate is experienced in enterprise technologies, project participation, and user-focused service. Key Responsibilities:
Advanced Technical Support & Escalations Serve as escalation point for complex IT issues and service requests.
Troubleshoot and resolve issues related to Microsoft 365, Windows 11, Azure AD, Intune, endpoint management, and remote access.
Collaborate with infrastructure, application, and security teams to resolve cross-functional issues.
Operations & Continuous Improvement Monitor ticket queues and ensure SLA compliance.
Identify recurring issues and implement long-term solutions (automation, documentation, self-service).
Analyze support trends and recommend improvements.
Project Support & Leadership Contribute to projects such as system upgrades, cloud integration, and endpoint deployments.
Lead small-scale service desk or endpoint management initiatives from planning to execution.
Coordinate with vendors and internal teams to implement new tools and technologies.
Mentoring & Documentation Mentor junior service desk team members and promote consistent service delivery.
Develop and maintain documentation, knowledge base articles, and SOPs.
Deliver internal training or workshops on tools, systems, and best practices.
Technology & Tools Administer and support Microsoft 365, Windows 11, Azure AD, Intune.
Utilize SCCM, JAMF, PowerShell, and Power Automate to streamline tasks.
Maintain ITSM platforms such as ServiceNow or Jira for ticketing, workflows, and reporting.
Support and troubleshoot network basics: VLANs, DHCP, DNS.
Stakeholder Engagement & Procurement Liaise between IT and business units to align support services with user needs.
Assist with hardware/software procurement and vendor management.
Qualifications:
Required: Bachelor’s degree.
5+ years in IT service desk or technical support roles with increasing responsibility.
Experience resolving escalated support issues and leading support initiatives.
Proficiency in Microsoft 365, Windows 11, Azure AD, Intune, SCCM, JAMF, and endpoint management tools.
Strong troubleshooting and problem-solving skills across enterprise tech environments.
Familiarity with ITSM platforms (ServiceNow, Jira).
Understanding of networking fundamentals (VLANs, DHCP, DNS).
Excellent communication, interpersonal, and customer service skills.
Preferred: ITIL Foundation certification or equivalent.
Experience in hybrid cloud environments.
Scripting skills (PowerShell, Python, SQL).
Familiarity with reporting and automation tools (Power BI, Power Automate).
PMP certification or project coordination experience.
Our Hiring Process At Viridien, we are committed to delivering a respectful, inclusive, and transparent recruitment experience. Due to the high volume of applications we receive, we may not be able to provide individual feedback to every applicant. Only candidates whose qualifications closely match the role criteria will be contacted for an interview. We do, however, aim to share personalized feedback with those who progress to the first round of interviews and beyond. We are also dedicated to ensuring that our hiring process accessible to all. If you require any reasonable adjustments to fully participate in the application or interview stages, please don’t hesitate to contact your recruiter directly. We see things differently. Diversity fuels our innovation, we value the unique ways in which we differ, and we are committed to equal employment opportunities for all professionals.
Why work with us?
Create a brighter future for yourself while taking on some of the world’s most complex geoscience challenges. Ready to join our team? About Us
Viridien ( www.viridiengroup.com ) is an advanced technology, digital and Earth data company that pushes the boundaries of science for a more prosperous and sustainable future. With our ingenuity, drive and deep curiosity we discover new insights, innovations, and solutions that efficiently and responsibly resolve complex natural resource, digital, energy transition and infrastructure challenges.
#J-18808-Ljbffr
Position Summary: The Senior IT Service Desk Specialist plays a key role in delivering advanced technical support, resolving escalated issues, mentoring junior staff, and driving continuous improvement within the IT support function. This position also contributes to IT projects that enhance system reliability, user experience, and service delivery. The ideal candidate is experienced in enterprise technologies, project participation, and user-focused service. Key Responsibilities:
Advanced Technical Support & Escalations Serve as escalation point for complex IT issues and service requests.
Troubleshoot and resolve issues related to Microsoft 365, Windows 11, Azure AD, Intune, endpoint management, and remote access.
Collaborate with infrastructure, application, and security teams to resolve cross-functional issues.
Operations & Continuous Improvement Monitor ticket queues and ensure SLA compliance.
Identify recurring issues and implement long-term solutions (automation, documentation, self-service).
Analyze support trends and recommend improvements.
Project Support & Leadership Contribute to projects such as system upgrades, cloud integration, and endpoint deployments.
Lead small-scale service desk or endpoint management initiatives from planning to execution.
Coordinate with vendors and internal teams to implement new tools and technologies.
Mentoring & Documentation Mentor junior service desk team members and promote consistent service delivery.
Develop and maintain documentation, knowledge base articles, and SOPs.
Deliver internal training or workshops on tools, systems, and best practices.
Technology & Tools Administer and support Microsoft 365, Windows 11, Azure AD, Intune.
Utilize SCCM, JAMF, PowerShell, and Power Automate to streamline tasks.
Maintain ITSM platforms such as ServiceNow or Jira for ticketing, workflows, and reporting.
Support and troubleshoot network basics: VLANs, DHCP, DNS.
Stakeholder Engagement & Procurement Liaise between IT and business units to align support services with user needs.
Assist with hardware/software procurement and vendor management.
Qualifications:
Required: Bachelor’s degree.
5+ years in IT service desk or technical support roles with increasing responsibility.
Experience resolving escalated support issues and leading support initiatives.
Proficiency in Microsoft 365, Windows 11, Azure AD, Intune, SCCM, JAMF, and endpoint management tools.
Strong troubleshooting and problem-solving skills across enterprise tech environments.
Familiarity with ITSM platforms (ServiceNow, Jira).
Understanding of networking fundamentals (VLANs, DHCP, DNS).
Excellent communication, interpersonal, and customer service skills.
Preferred: ITIL Foundation certification or equivalent.
Experience in hybrid cloud environments.
Scripting skills (PowerShell, Python, SQL).
Familiarity with reporting and automation tools (Power BI, Power Automate).
PMP certification or project coordination experience.
Our Hiring Process At Viridien, we are committed to delivering a respectful, inclusive, and transparent recruitment experience. Due to the high volume of applications we receive, we may not be able to provide individual feedback to every applicant. Only candidates whose qualifications closely match the role criteria will be contacted for an interview. We do, however, aim to share personalized feedback with those who progress to the first round of interviews and beyond. We are also dedicated to ensuring that our hiring process accessible to all. If you require any reasonable adjustments to fully participate in the application or interview stages, please don’t hesitate to contact your recruiter directly. We see things differently. Diversity fuels our innovation, we value the unique ways in which we differ, and we are committed to equal employment opportunities for all professionals.
Why work with us?
Create a brighter future for yourself while taking on some of the world’s most complex geoscience challenges. Ready to join our team? About Us
Viridien ( www.viridiengroup.com ) is an advanced technology, digital and Earth data company that pushes the boundaries of science for a more prosperous and sustainable future. With our ingenuity, drive and deep curiosity we discover new insights, innovations, and solutions that efficiently and responsibly resolve complex natural resource, digital, energy transition and infrastructure challenges.
#J-18808-Ljbffr