Sr. Service Desk Technician
Sr. Service Desk Technician
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Job Description
Overview
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.
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.
Min
Max
Qualifications
- 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.
Required Experience:
Senior IC
Employment Type
Full-Time
