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Job DescriptionJob Description
Senior Service Desk Technician
Location:
San Jose, CA Schedule:
On-site, Monday–Friday, 8:00 AM – 5:00 PM Compensation:
$35–40/hr (contract); $40/hr once permanent Type:
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.
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 .
Certifications:
ITIL Foundation strongly encouraged; CompTIA A+, Network+, or Microsoft certifications a plus.
Senior Service Desk Technician
Location:
San Jose, CA Schedule:
On-site, Monday–Friday, 8:00 AM – 5:00 PM Compensation:
$35–40/hr (contract); $40/hr once permanent Type:
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.
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 .
Certifications:
ITIL Foundation strongly encouraged; CompTIA A+, Network+, or Microsoft certifications a plus.