Senior Service Desk Support Technician

Looking for more than just a job MKD Electric offers careers. Rewarding careers at that! We provide excellent benefits training educational opportunities and promote from within the company.

MKD Electric is seeking an experienced Senior Service Desk Support Technician.

This role is responsible for providing advanced technical support ensuring high service quality and assisting with the implementation and improvement of IS-related processes and systems. The ideal candidate will have strong troubleshooting skills a deep understanding of end-user support technologies and the ability to work effectively across departments.

Responsibilities:

• Provide ongoing support to keep the ticket backlog down and support enterprise end users.

  Support Microsoft 365 Enterprise Applications.

  Monitor and manage support ticket queues to ensure SLAs are met.

  Provide Tier 2 and Tier 3 technical support for hardware software network and system issues.

  Lead troubleshooting efforts for complex incidents and service requests ensuring timely resolution.

  Act as an escalation point for junior technicians and provide guidance and mentoring.

  Collaborate with infrastructure and application teams to resolve persistent technical issues.

  Contribute to the development and maintenance of knowledge base articles documentation and standard operating procedures.

  Assist in the rollout of new hardware software and system upgrades.

  Participate in the development and enforcement of ITIL-based service management practices.

  Conduct root cause analysis for recurring issues and recommend preventative measures.

  Support IS asset management and inventory tracking processes.

The requirements for this job are:

• Education & Experience:

  Associate or bachelors degree in information technology computer science or related field (or equivalent experience).

  5 years of experience in a service desk or technical support role with at least 2 years in a senior or lead capacity.

  Required certification: CompTIA A.

  Technical Skills:

  Strong knowledge of Windows operating systems.

  Proficiency in Microsoft 365 Active Directory Exchange and common enterprise tools.

  Familiarity with remote support tools (e.g. TeamViewer LogMeIn SCCM NinjaOne).

  Basic networking knowledge (TCP/IP DNS VPN Wi-Fi troubleshooting).

  Experience with ITSM platforms (e.g. ServiceDesk Plus).

  Soft Skills:

  Excellent communication and interpersonal skills.

  Strong problem-solving and analytical abilities.

  Ability to manage priorities in a fast-paced environment.

  Team player with a customer-first mindset

What youll love about us

MKD employees are the companys greatest assets. To ensure employees are living life to the fullest we offer a wide range of benefits to ensure a well-balanced and healthy lifestyle in the office and at home. From mental well-being physical health and financial planning to engaging perks and discounts we are in the business of celebrating and supporting all of the moments that matter. Along with flexible vacation and parental leave we prioritize initiatives that support the growth development and happiness of our people.

• Eligibility to Medical Dental and Vision benefits and 401K with company match
• Access to opportunities to expand your skill set and share your knowledge with others across the organization
• Company culture of promotions from within with a start-up atmosphere allowing for varied and rapid career growth & development

This role is not eligible for visa sponsorship.

MKD Electric is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race color religion gender sexual orientation gender identity or expression marital status national origin age mental or physical disability protected veteran status or genetic information or any other basis protected by applicable law. MKD Electric also prohibits harassment of applicants or employees based upon any of these protected categories.

Please note this job description a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.