Senior Service Desk & Endpoint Technician II

Silacins; Carmel (IN); Híbrido; USD 60.000 - 85.000; Jornada completa

Descripción de la vacante

Silacins seeks a Service Desk & Endpoint Technician II to deliver advanced technical support for employees across on-site and remote locations. You will handle escalations, manage endpoint devices, and collaborate with Infrastructure and Security teams to maintain secure, available systems.

The role emphasizes strong communication, troubleshooting expertise, ITSM proficiency, and a willingness to participate in on-call rotations to support a resilient IT environment.

Formación

• Associate's degree in information technology or equivalent experience.
• 2-4 years of experience in a help desk or technical support role.
• Advanced knowledge of Windows, macOS, Microsoft 365, networking fundamentals, endpoint security, and enterprise troubleshooting.
• Experience administering Microsoft Intune, Jamf, Autopilot, or comparable endpoint management platforms.
• Experience supporting Microsoft 365 applications, Microsoft Teams, and collaboration technologies.
• Proficiency in using and managing workflow through ITSM platforms such as Jira Service Management, ServiceNow, or Zendesk.
• Strong communication, problem-solving, and organizational skills.

Responsabilidades

• Escalate and resolve technical incidents for Level 1 staff.
• Diagnose OS issues on Windows and macOS.
• Manage endpoint provisioning and MDM with Intune and Jamf.
• Support hybrid work technologies including Teams Rooms.
• Contribute to problem management and root cause analysis.
• Maintain asset inventory and ITSM documentation.
• Mentor junior team members.
• Collaborate with Infrastructure and Cybersecurity during incident response.
• Participate in weekly on-call rotation.

Conocimientos

Advanced troubleshooting

Endpoint management tools

Automation / AI-assisted support

Communication skills

Mentoring junior staff

Educación

Associate's degree in information technology or equivalent experience

Bachelor's degree in information technology or related field

Herramientas

Windows

macOS

Microsoft 365

Intune

Jamf

Autopilot

Jira Service Management

ServiceNow

Zendesk

PowerShell

Teams

Entra ID

Descripción del empleo

Silacins seeks a Service Desk & Endpoint Technician II to deliver advanced technical support for employees across on-site and remote locations. You will handle escalations, manage endpoint devices, and collaborate with Infrastructure and Security teams to maintain secure, available systems.

The role emphasizes strong communication, troubleshooting expertise, ITSM proficiency, and a willingness to participate in on-call rotations to support a resilient IT environment.