Senior IT Service Desk Lead & Mentor

Larson Design Group; Oklahoma City (OK); Hybride; USD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Flexible work environment

Paid licensure training

Bonus plans

ESOP

Résumé du poste

Larson Design Group is seeking a Senior Service Desk Technician to lead IT support efforts, mentor peers, and drive advanced technical resolutions. The role focuses on complex issue escalation, Windows and network troubleshooting, and collaboration with cybersecurity teams in a hybrid environment.

Ideal candidates will have 3+ years in IT support, ITIL/Certs preferred, and a commitment to improving service desk processes.

Qualifications

• 3+ years in IT support with advanced troubleshooting and mentorship.
• Must have valid driver’s license and US Citizenship.
• ITIL, CompTIA A+/Network+/Security+ or Microsoft certs preferred.

Responsabilités

• Serve as escalation point for Level 1 technicians; provide advanced troubleshooting.
• Provide Level 2 end-user support for Windows, networking, printers, and mobile devices.
• Mentor Level 1 technicians and share knowledge through best practices.
• Develop and maintain Service Desk documentation and SOPs.
• Assist with identity management in hybrid Environments (Azure AD/AD).
• Collaborate with cybersecurity teams on endpoint security and malware remediation.
• Support Microsoft 365 services and endpoint management platforms.
• Configure and deploy workstation setups including imaging and software installations.
• Engage with vendors for issue resolution and procurement input.
• Analyze recurring incidents to drive problem management improvements.
• Support IT projects and maintain thorough ticket records.
• Maintain hardware peripherals and collaboration tools; provide end-user training.
• Stay current with trends and recommend service desk improvements.

Connaissances

Advanced troubleshooting

Mentorship

Windows OS

Networking basics

Documentation

Vendor relations

Endpoint security

Microsoft 365 administration

Formation

Associate’s degree in information technology

Bachelor’s degree in information technology or Computer Science

Outils

Microsoft Entra ID / Azure AD

Active Directory (on-prem & hybrid)

Group Policy Objects

Intune / endpoint management tools

RMM tools

Description du poste

Larson Design Group is seeking a Senior Service Desk Technician to lead IT support efforts, mentor peers, and drive advanced technical resolutions. The role focuses on complex issue escalation, Windows and network troubleshooting, and collaboration with cybersecurity teams in a hybrid environment.

Ideal candidates will have 3+ years in IT support, ITIL/Certs preferred, and a commitment to improving service desk processes.