Senior IT Service Desk Specialist (Onsite)

Bigge Crane and Rigging Co.

Houston (TX)

On-site

USD 55,000 - 85,000

Full time

1 hour ago

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Benefits offered by this job

Competitive pay

401(k) match

FSA/HSA

BYOD reimbursement

Vacation and holidays

Job summary

Bigge Crane and Rigging Co. is seeking an on-site IT Support professional to deliver end-user support, hardware/software troubleshooting, and proactive system administration. The role includes mentoring Level 1 technicians, managing tickets, and coordinating with senior staff and vendors.

Strong customer service and communication are essential. Responsibilities include managing Microsoft 365, Entra ID, and mobile device services within an ITSM framework, with hands-on support for executives and

Qualifications

3-5 years in a technical support or service desk role, handling escalated tickets
Experience mentoring or coaching junior technicians
Experience supporting executive or senior leadership (preferred)
Strong customer service focus and communication skills
Knowledge of Microsoft 365 administration and Entra ID (Azure AD)
Experience in ITSM environment
Experience troubleshooting mobile devices and administering an MDM platform

Responsibilities

Serve as escalation point for Level 1 technicians and resolve hardware, software, and network issues
Mentor Level 1 technicians and review tickets
Escalate to senior staff or vendors with clear handoffs when needed
Own end-user service requests and drive them to resolution with priorities and SLAs
Provide onsite and remote support for end users across environments
Troubleshoot, install, and configure hardware, software, and peripherals
Set up and support A/V and conferencing equipment
Document IT processes and create knowledge-base articles