TalentBurst
Senior Service Desk Technician
Boston, MA
6+ Months with a high possibility of extension
Position Overview: The Senior Service Desk Technician serves as a key escalation point for complex technical issues and provides advanced support to end-users. This role ensures the stability and efficiency of IT services by troubleshooting, resolving incidents, and mentoring junior technicians. The ideal candidate has strong technical expertise, excellent communication skills, and a customer-focused mindset. Key Responsibilities
Act as an escalation point for Tier 1 and Tier 2 support issues, ensuring timely resolution of complex incidents. Diagnose and resolve hardware, software, and network-related problems across multiple platforms. Manage and prioritize service desk tickets using ITSM tools, ensuring adherence to SLAs. Provide advanced troubleshooting for Windows, macOS, mobile devices, and enterprise applications. Assist with user account management, including Active Directory, Microsoft 365, and other enterprise systems. Document solutions, create knowledge base articles, and contribute to process improvements. Mentor and train junior technicians to enhance team capabilities. Participate in IT projects, system upgrades, and deployments as needed. Ensure compliance with security policies and best practices.
Qualification: Required:
6+ years of experience in IT support or service desk roles. Strong knowledge of Windows OS, Microsoft 365, Active Directory, and common enterprise applications. Experience with remote support tools and ITSM ticketing systems (e.g. Jira). Excellent problem-solving and communication skills. Ability to work independently and manage multiple priorities. Core Competencies
Customer Service Orientation Technical Expertise Analytical Thinking Team Collaboration Adaptability Preferred:
ITIL Foundation certification. CompTIA A+, Network+, or Microsoft certifications. Experience with scripting (PowerShell) and automation.
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Position Overview: The Senior Service Desk Technician serves as a key escalation point for complex technical issues and provides advanced support to end-users. This role ensures the stability and efficiency of IT services by troubleshooting, resolving incidents, and mentoring junior technicians. The ideal candidate has strong technical expertise, excellent communication skills, and a customer-focused mindset. Key Responsibilities
Act as an escalation point for Tier 1 and Tier 2 support issues, ensuring timely resolution of complex incidents. Diagnose and resolve hardware, software, and network-related problems across multiple platforms. Manage and prioritize service desk tickets using ITSM tools, ensuring adherence to SLAs. Provide advanced troubleshooting for Windows, macOS, mobile devices, and enterprise applications. Assist with user account management, including Active Directory, Microsoft 365, and other enterprise systems. Document solutions, create knowledge base articles, and contribute to process improvements. Mentor and train junior technicians to enhance team capabilities. Participate in IT projects, system upgrades, and deployments as needed. Ensure compliance with security policies and best practices.
Qualification: Required:
6+ years of experience in IT support or service desk roles. Strong knowledge of Windows OS, Microsoft 365, Active Directory, and common enterprise applications. Experience with remote support tools and ITSM ticketing systems (e.g. Jira). Excellent problem-solving and communication skills. Ability to work independently and manage multiple priorities. Core Competencies
Customer Service Orientation Technical Expertise Analytical Thinking Team Collaboration Adaptability Preferred:
ITIL Foundation certification. CompTIA A+, Network+, or Microsoft certifications. Experience with scripting (PowerShell) and automation.
#TB_EN
#J-18808-Ljbffr