Senior IT Service Desk Technician

Socket.dev; Goodyear (AZ); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) match

PTO & Holidays

Life insurance

Career advancement

Manufacturing exposure

Collaborative environment

Safety culture

Job summary

GTI Energy is seeking a Service Desk Technician II to provide advanced IT support for employees and to act as a senior member of the service desk. You will resolve Tier I/II issues, mentor junior staff, and coordinate with systems and infrastructure teams to ensure high-quality support across GTI facilities.

Responsibilities include end-user support for Windows and Microsoft 365, identity management, device lifecycle, and site technology.

Qualifications

• 4–6 years of IT support or service desk experience.
• Strong Microsoft 365, Windows, Active Directory, and Microsoft Entra ID experience.
• Experience troubleshooting hardware, software, networking, and endpoint issues.
• Excellent customer service, communication, and organizational skills.

Responsibilities

• Resolve Tier I and Tier II technical issues while serving as an escalation point for Service Desk Technician I staff.
• Monitor ticket queues and help ensure SLAs are achieved.
• Assist the Service Desk Manager in coordinating daily Service Desk operations.
• Mentor junior technicians and share technical knowledge.
• Support Windows, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, VPN, printers, and business applications.
• Troubleshoot complex workstation, peripheral, and software issues.
• Coordinate with Infrastructure and Cybersecurity teams when escalation is required.
• Provision and deprovision user accounts.
• Manage Microsoft 365 licensing, group memberships, MFA, password resets, and access requests.
• Support onboarding, transfers, and offboarding.
• Image, deploy, repair, recover, replace, and inventory endpoint devices.
• Maintain hardware standards, asset records, and lifecycle documentation.
• Coordinate warranty repairs and vendor service requests.
• Support conference rooms, AV systems, printers, manufacturing workstations, scanners, badge devices, and shared technology.
• Assist with office moves, workstation installations, and local IT operations.
• Participate in network upgrades, hardware refreshes, facility expansions, Microsoft 365 initiatives, inventory projects, and technology rollouts.
• Coordinate project tasks with Infrastructure, Digital Transformation, ERP, and other IT teams.
• Create and maintain knowledge base articles, SOPs, and technical documentation.
• Recommend process improvements that improve service quality and efficiency.

Skills

Microsoft 365

Windows

Active Directory

Microsoft Entra ID

IT support

Customer service

Tools

Freshservice

Microsoft Intune

Apple Business Manager

Endpoint management

Job description

GTI Energy is seeking a Service Desk Technician II to provide advanced IT support for employees and to act as a senior member of the service desk. You will resolve Tier I/II issues, mentor junior staff, and coordinate with systems and infrastructure teams to ensure high-quality support across GTI facilities.

Responsibilities include end-user support for Windows and Microsoft 365, identity management, device lifecycle, and site technology.