Senior Service Desk Technician – Escalations & Onsite Support

RJ Young; Madison (AL); On-site; USD 48,000 - 72,000; Full time

Job summary

RJ Young seeks an Advanced Service Desk Technician to act as a tier-2 escalation resource for complex issues, coordinating with vendors and providing onsite or remote client support. The role emphasizes documentation and proactive problem-solving to improve service quality.

Ideal candidates hold a high school diploma, have at least 2 years in a service desk, and possess CompTIA A+ and/or Network+ certifications. Some travel and after-hours on-call work may be required.

Qualifications

• High school diploma and technical awareness.
• Experience with service desks or similar roles.
• Understanding of technology configurations and installations.
• Minimum 2 years of experience.

Responsibilities

• Receive escalation tickets and prioritize the client experience.
• Provide support for users via phone, email, remote or onsite.
• Provide high-level and detailed support for hardware, networking, and applications; escalate as needed.
• Create, update, and maintain documentation in knowledge bases or ticketing systems.
• Collaborate with vendors and clients for field-service projects and on-site work.

Skills

Customer service

Communication

Oral communication

Problem solving

Multitasking

Technical escalation

Education

High school diploma

CompTIA A+ certification

CompTIA Network+ certification

Tools

Ticketing tool

Job description

RJ Young seeks an Advanced Service Desk Technician to act as a tier-2 escalation resource for complex issues, coordinating with vendors and providing onsite or remote client support. The role emphasizes documentation and proactive problem-solving to improve service quality.

Ideal candidates hold a high school diploma, have at least 2 years in a service desk, and possess CompTIA A+ and/or Network+ certifications. Some travel and after-hours on-call work may be required.