TEEMA
Senior Service Desk Technician
Location:
On-site/Hybrid (as applicable) Employment Type:
Full-Time Position Summary We are seeking an experienced
Senior Service Desk Technician
to provide advanced technical support across a Windows-based environment. This role will serve as an escalation point for Tier 12 issues, manage endpoint configurations, and support device lifecycle management using
Microsoft Intune . The ideal candidate is highly skilled in troubleshooting, customer service, and modern endpoint management, with the ability to mentor junior technicians and improve support processes. Key Responsibilities Technical Support & Troubleshooting Serve as the primary escalation point for complex hardware, software, and network issues within a Windows environment. Troubleshoot and resolve issues related to Windows OS, user profiles, authentication, VPN, network connectivity, and standard business applications. Manage and support Microsoft 365 applications, account administration, and security controls. Provide remote and deskside support for end-users, including VIP and executive-level staff. Microsoft Intune & Endpoint Management Configure, deploy, and manage Windows devices through
Microsoft Intune
(Endpoint Manager). Create and maintain Intune policies, compliance configurations, device enrollment profiles, and application deployment packages. Perform patching, updates, and security policy enforcement across all managed devices. Troubleshoot device compliance, enrollment, and application deployment issues. Service Desk Operations Monitor, triage, and resolve tickets within agreed SLAs while maintaining detailed documentation. Identify recurring issues and implement solutions or knowledgebase articles to reduce volume. Support onboarding/offboarding workflows including account creation, device provisioning, and permissions management. Maintain asset inventory, device lifecycle tracking, and hardware refresh activities. Process Improvement & Leadership Mentor junior Service Desk staff and assist with technical training. Recommend improvements for system performance, endpoint security, and service desk workflows. Collaborate with IT leadership on small-to-medium infrastructure and application projects. Ensure compliance with security and organizational IT policies. Required Qualifications 35+ years of IT support experience in a Windows enterprise environment. Hands-on experience with
Microsoft Intune/Endpoint Manager , including device provisioning and policy management. Strong knowledge of Windows 10/11, Active Directory, Azure AD, Group Policy, and basic networking fundamentals. Experience supporting Microsoft 365 applications and administration. Ability to troubleshoot complex issues independently and provide clear resolutions. Strong customer service, communication, and documentation skills. Preferred Qualifications CompTIA A+, Network+, or Microsoft certifications (MD-100/MD-101, MS-900, etc.). Experience with PowerShell scripting for automation and administrative tasks. Familiarity with ITIL practices and service management tools (Jira, ServiceNow, Zendesk, etc.).
On-site/Hybrid (as applicable) Employment Type:
Full-Time Position Summary We are seeking an experienced
Senior Service Desk Technician
to provide advanced technical support across a Windows-based environment. This role will serve as an escalation point for Tier 12 issues, manage endpoint configurations, and support device lifecycle management using
Microsoft Intune . The ideal candidate is highly skilled in troubleshooting, customer service, and modern endpoint management, with the ability to mentor junior technicians and improve support processes. Key Responsibilities Technical Support & Troubleshooting Serve as the primary escalation point for complex hardware, software, and network issues within a Windows environment. Troubleshoot and resolve issues related to Windows OS, user profiles, authentication, VPN, network connectivity, and standard business applications. Manage and support Microsoft 365 applications, account administration, and security controls. Provide remote and deskside support for end-users, including VIP and executive-level staff. Microsoft Intune & Endpoint Management Configure, deploy, and manage Windows devices through
Microsoft Intune
(Endpoint Manager). Create and maintain Intune policies, compliance configurations, device enrollment profiles, and application deployment packages. Perform patching, updates, and security policy enforcement across all managed devices. Troubleshoot device compliance, enrollment, and application deployment issues. Service Desk Operations Monitor, triage, and resolve tickets within agreed SLAs while maintaining detailed documentation. Identify recurring issues and implement solutions or knowledgebase articles to reduce volume. Support onboarding/offboarding workflows including account creation, device provisioning, and permissions management. Maintain asset inventory, device lifecycle tracking, and hardware refresh activities. Process Improvement & Leadership Mentor junior Service Desk staff and assist with technical training. Recommend improvements for system performance, endpoint security, and service desk workflows. Collaborate with IT leadership on small-to-medium infrastructure and application projects. Ensure compliance with security and organizational IT policies. Required Qualifications 35+ years of IT support experience in a Windows enterprise environment. Hands-on experience with
Microsoft Intune/Endpoint Manager , including device provisioning and policy management. Strong knowledge of Windows 10/11, Active Directory, Azure AD, Group Policy, and basic networking fundamentals. Experience supporting Microsoft 365 applications and administration. Ability to troubleshoot complex issues independently and provide clear resolutions. Strong customer service, communication, and documentation skills. Preferred Qualifications CompTIA A+, Network+, or Microsoft certifications (MD-100/MD-101, MS-900, etc.). Experience with PowerShell scripting for automation and administrative tasks. Familiarity with ITIL practices and service management tools (Jira, ServiceNow, Zendesk, etc.).