Senior Service Desk Technician – IT Support Lead

GTI Fabrication; Tempe (AZ); On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Medical insurance

401(k) match

PTO and holidays

Sick time

Life insurance

Career growth

Exposure to manufacturing projects

Collaborative culture

Safety-focused workplace

Job summary

GTI Fabrication is seeking a Service Desk Technician II to provide advanced technical support for GTI employees and lead local technology initiatives across facilities. You will resolve Tier I and II issues, monitor SLAs, and mentor junior technicians while collaborating with Systems Administrators and Infrastructure teams.

This role requires independent operation, strong customer service, and hands-on support for Windows, Microsoft 365, VPN, printers, and business applications, with involvement

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 II issues and escalate as needed.
• Monitor queues and ensure SLAs are met.
• Coordinate daily Service Desk operations with the Manager.
• Mentor junior technicians and share knowledge.
• Support Windows, 365 apps, VPN, printers, and business apps.
• Troubleshoot complex workstation and software issues.
• Manage user accounts, MFA, licensing, and access requests.
• Image, deploy, and inventory endpoint devices.
• Support conference rooms, AV, and office tech.
• Participate in network upgrades and tech rollouts.
• Create and maintain knowledge base and SOPs.

Skills

Microsoft 365

Windows OS

Active Directory

Entra ID

Customer Service

Communication

Troubleshooting

Organizational Skills

Tools

Freshservice

Microsoft Intune

VPN

SharePoint

Job description

GTI Fabrication is seeking a Service Desk Technician II to provide advanced technical support for GTI employees and lead local technology initiatives across facilities. You will resolve Tier I and II issues, monitor SLAs, and mentor junior technicians while collaborating with Systems Administrators and Infrastructure teams.

This role requires independent operation, strong customer service, and hands-on support for Windows, Microsoft 365, VPN, printers, and business applications, with involvement