Sr. Service Desk Technician

Senior Service Desk Technician

Location: San Jose CA
Schedule: On-site MondayFriday 8:00 AM 5:00 PM
Compensation: $3540/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.

• 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.

• Experience: 35 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; Associates or Bachelors in IT/Computer Science preferred.

• Certifications: ITIL Foundation strongly encouraged; CompTIA A Network or Microsoft certifications a plus.