Senior Service Desk Technician
Senior Service Desk Technician
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Job Description
Job Functions Duties Responsibilities and Position Qualifications:
Were not just a workplace - were a Great Place to Work certified employer!
Proudly certified as a Great Place to Work we are dedicated to creating a supportive and inclusive environment. At Sonic Healthcare USA we emphasize teamwork and innovation. Check out our job openings and advance your career with a company that values its team members!
Position Summary
Lead and support the daily operations of our IT service desk. This role involves providing advanced technical support mentoring junior technicians and ensuring timely resolution of complex IT issues. The ideal candidate will possess a strong technical background exceptional problem-solving abilities and a commitment to delivering outstanding user experiences.
Location: Aiea HI (100% onsite)
Days: Monday - Friday
Hours: 8am to 4:30pm
Full Time/Benefit Eligible
Key Responsibilities
- Serve as the escalation point for complex technical issues unresolved by Tier 1 and Tier 2 support staff.
- Provide hands-on support for desktops laptops mobile devices printers and other end-user hardware.
- Manage incidents and service requests through ticketing systems ensuring SLAs are met
- Support and troubleshoot Windows/Mac operating systems Microsoft 365 VPNs and enterprise applications.
- Lead root cause analysis and implement long-term solutions for recurring problems.
- Create and maintain technical documentation procedures and knowledge base articles.
- Assist in onboarding/offboarding processes including account setups permissions and hardware deployments.
- Collaborate with other IT teams (e.g. network security systems) to resolve cross-functional issues.
- Mentor and train junior service desk technicians fostering technical and professional growth.
- Participate in IT projects including software rollouts hardware upgrades and process improvement initiatives.
- Monitor and report on help desk performance trends and user satisfaction.
- Other job related duties as assigned.
Qualifications
- 35 years of experience in IT support including Tier 2/3 service desk roles.
- Strong knowledge of Windows and macOS operating systems Microsoft 365 Active Directory and remote support tools.
- Familiarity with ITIL practices and service desk best practices.
- Experience with ticketing systems (e.g. ServiceNow Jira Service Desk Freshservice).
- Excellent communication organizational and customer service skills.
Preferred
- IT certifications such as CompTIA A Network Microsoft Certified: Modern Desktop Administrator Associate or similar.
- Experience in scripting (e.g. PowerShell) or endpoint management tools (e.g. Intune SCCM).
- Background in a high-demand or enterprise-level support environment.
Scheduled Weekly Hours:
40Work Shift:
Job Category:
Information TechnologyCompany:
Sonic Healthcare USA IncSonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race color sex religion age national origin disability genetics veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
Required Experience:
Senior IC
Employment Type
Full-Time
