Sr. Service Desk Support Technician - REMOTE Columbus OH Area

ViziRecruiter,LLC.; Ohio; Remote; USD 50,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Senior Desktop Support Technician II, where you'll play a pivotal role in delivering high-quality IT support services. This remote position offers the chance to lead and mentor junior technicians while ensuring SLA adherence and incident resolution across multiple time zones. With a focus on continuous process improvement and collaboration with various stakeholders, you'll have the opportunity to grow into a Service Desk Lead position. If you're self-motivated and possess strong technical troubleshooting skills, this is the perfect opportunity for you to advance your career in IT support.

Qualifications

• 3+ years in Service Desk or Desktop Support roles.
• Strong troubleshooting skills for hardware and software issues.

Responsibilities

• Serve as primary escalation point for Level 1 technicians.
• Monitor ticket queues for SLA compliance and high-priority requests.
• Drive process improvements and enhance service request workflows.

Skills

Microsoft 365

Windows OS

IT ticketing systems

Troubleshooting

Communication skills

Organizational skills

Education

ITIL Foundation Certification

Tools

Freshservice

ServiceNow

Intune

Azure Active Directory

Job description

Introduction

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

Overview

Connection has a fantastic opportunity through our Technical Staffing division for a Senior Desktop Support Technician II. This is remote opportunity near the Columbus, OH area. The opportunity is based on a contract to hire model offering great benefits.

We are seeking an experienced and proactiveSenior Service Desk Technician (Level 2)to serve as a key escalation point within our regional IT support team. This role is ideal for someone with strong technical troubleshooting skills and leadership potential, with a path toward future growth into aService Desk Leadposition. The Senior Technician will ensure the delivery of high-quality IT support services across multiple time zones, with a focus on SLA adherence, incident resolution, and continuous process improvement.

Responsibilities

• Serve as the primary escalation point for Level 1 technicians, resolving complex or high-impact issues.
• Monitor ticket queues for SLA compliance, aging incidents, and high-priority requests.
• Conduct ticket reviews and trend analysis to identify recurring issues and document root causes.
• Support major incident response and collaborate with Desktop Engineers, ITSM Developers, and other stakeholders.
• Drive process improvements, contribute to knowledge base articles, and enhance service request workflows.
• Participate in on-call rotation for after-hours escalations and critical incidents.
• Provide mentorship to Level 1 staff, offering guidance on troubleshooting techniques and documentation best practices.

Requirements

• Minimum of 3 years in a Service Desk or Desktop Support role with increasing responsibility.
• Strong knowledge of Microsoft 365, Windows OS, and enterprise desktop environments.
• Proven ability to troubleshoot complex issues involving hardware, software, and networking.
• Experience working with IT ticketing systems (e.g., Freshservice, ServiceNow, or similar).
• Excellent communication, documentation, and organizational skills.
• Self-motivated, process-oriented, and dependable with a strong sense of ownership.

Required Certification:

• ITIL Foundation Certification (or willingness to obtain within 6 months).

Preferred Qualifications:

• Experience supporting remote or field-based users in distributed environments.
• Familiarity with modern endpoint management tools such asIntune,Azure Active Directory, and remote access platforms.