Senior IT Service Desk Lead - Windows, Cloud & Endpoints

Socotra, Inc.; New York (NY); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Short/Long-term disability

Paid time off

Job summary

Socotra, Inc. is seeking a Senior Service Desk Technician to deliver high-quality IT support across the organization, escalating to Tier 2/3 and resolving complex hardware, software, and network issues.

The ideal candidate will have strong communication, proactive problem solving, and hands-on experience with Microsoft 365, Azure AD, Intune, and ITSM tools. You will support both local and remote users and assist with onboarding and vendor coordination.

Qualifications

• 4+ years of enterprise IT service desk or desktop support experience.
• Bachelor’s degree in Computer Science/IT or related field or equivalent hands-on experience.
• Proficiency in Azure AD, M365, ITSM ticketing systems, and remote support tools.

Responsibilities

• Provide Tier 2/3 escalation leadership for complex incidents.
• Deliver in-person and remote support to local and remote users.
• Manage onboarding, account creation, and termination processes.
• Maintain and update technical documentation and SOPs.
• Collaborate with networking and retail teams on department-wide initiatives.
• Monitor systems and security; assist with AV tech and store POS systems.

Skills

Azure AD/MFA

Microsoft 365

ITSM tools

Windows OS

Networking basics

POS systems

Vendor coordination

Communication

Education

Bachelor's degree in Computer Science/IT or related

Tools

ServiceNow

Zendesk

PDQ Inventory/Deploy

Job description

Socotra, Inc. is seeking a Senior Service Desk Technician to deliver high-quality IT support across the organization, escalating to Tier 2/3 and resolving complex hardware, software, and network issues.

The ideal candidate will have strong communication, proactive problem solving, and hands-on experience with Microsoft 365, Azure AD, Intune, and ITSM tools. You will support both local and remote users and assist with onboarding and vendor coordination.