Senior Service Desk Technician

EdCast; Mountain View (CA); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

None

Job summary

EdCast in Mountain View, CA seeks a Senior Service Desk Technician to maintain and support organizational computer systems and peripherals. You will deploy, repair, upgrade hardware, and participate in new software/tool implementations, while providing high-level support to executives and end-users.

You will mentor junior IT staff, assist other IT teams, and document incidents and assets in the ticketing system. Strong knowledge of Windows/macOS and identity/security tools is required.

Qualifications

• 5+ years applicable experience and demonstrated success/knowledge.
• High school diploma.
• Bachelor's degree and or relevant technical certifications preferred.

Responsibilities

• Provide end-user and executive IT support and issue resolution.
• Deploy, repair, maintain, and upgrade hardware; assist software/tool implementations.
• Utilize ticketing system to document incidents and assets.
• Mentor junior IT staff and assist other IT teams.
• Support Windows 10/11 and macOS environments.
• Assist with server/network basic tasks and IDF cabling.
• Develop and improve IT processes.
• Deliver remote support for off-site users.

Skills

Executive support

Azure AD/AD

Intune/JAMF/SCCM

Windows/macOS

Okta IAM

ServiceNow/Jira

CrowdStrike

DLP/Web filter

Documentation

Mentorship

Education

Bachelor's degree or equivalent

Technical certifications

High school diploma

Tools

ServiceNow

Jira

Azure AD

Intune

JAMF

SCCM

Autopilot

Okta

Defender for Endpoint

DLP

Job description

Senior Service Desk Technician Supports and maintains organizational computer systems and peripherals. This includes deploying, repairing, maintaining, and upgrading all organizational computer hardware as well participates on the implementation of new software and tools. Will effectively provide first-hand support to end-users and executives in identifying and resolving technical issues, also provides mentorship to junior members of the IT team and specialized technical assistance to other IT verticals.

Duties Responsibilities

Perform analysis, diagnosis, and resolution of complex computer problems, and provide best-in-class customer support for end-users. Recommend and implement corrective solutions for end-users in person, and remote support for off-site users as needed. Provide executive support. Install, configure, test, maintain, monitor, and troubleshoot end user and computer hardware and peripheral devices. Communicate and multi-task across departments and technologies, while maintaining an appropriate level of professionalism and aligned goals. Utilize corporate ticketing system to document and track incidents, requests, user interactions, and detailed hardware/software asset management. Support Microsoft and Apple operating systems and related software; and proprietary software as needed. Participates in IT special projects which may include testing and Implementation of new software and tools, IT infrastructure "smart-hands" assistance, technical guidance for other departments. Assists corporate engineering and network team in being hands-on support for basic server and network equipment tasks. Comfortable doing basic cabling and on-hands work in an IDF in a rack mount system or server room. Provides mentorship and training for new members of the IT team. Help management design, improve, document, and implement IT processes.

Knowledge, Skills Abilities

Executive white-glove support experience Microsoft Entra / Azure AD and on-prem AD domains experience Microsoft Intune, JAMF, SCCM, Autopilot, JAMF Zero Touch experience Windows 10, 11, MacOS provisioning and troubleshooting experience Okta identity, MFA, IAM experience ServiceNow, Jira experience Crowdstrike, Defender for Endpoint, DLP, web filtering experience Onboarding / offboarding experience Ability to complete and maintain basic work and project records. Ability to work as part of a team. Ability to identify and seek needed information/research skills. Excellent written and oral communication skills. Advanced technical problem solving skills.

Qualification

5+ years applicable experience and demonstrated success/knowledge. High school diploma. Bachelor's degree and or relevant technical certifications preferred.