Sr. Service Desk Technician

ViziRecruiter,LLC.; San Jose (CA); On-site; USD 48,216 - 55,104; Full time

Job summary

A tech solutions firm in San Jose, CA, is seeking a Senior Service Desk Technician to provide advanced IT support across hardware, software, and enterprise services. This role requires solid IT knowledge, independence, and mentoring ability. The ideal candidate will have 3-5 years of experience and strong skills in Microsoft 365 and ITIL processes. Competitive hourly wage offered with potential for permanent placement.

Qualifications

• 3-5+ years in IT Service Desk or Desktop Support roles.
• Proficiency in Microsoft 365, Windows 11, macOS, iOS, Active Directory, and Intune.
• Strong knowledge of computer systems, peripherals, printers, and mobile devices.

Responsibilities

• Provide advanced support for hardware, software, and IT services.
• Troubleshoot issues involving Windows 11, macOS, printers, mobile devices, and networks.
• Fulfill service requests such as new hire setups and account provisioning.

Skills

Microsoft 365

Windows 11

macOS

Active Directory

Intune

ITIL processes

analytical skills

troubleshooting

communication skills

documentation skills

Education

High School Diploma or GED

Associate’s or Bachelor’s in IT/Computer Science

Tools

ITSM platforms (e.g., Freshservice)

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

Senior Service Desk Technician

Location: San Jose, CA

Schedule: On-site, Monday–Friday, 8:00 AM – 5:00 PM

Compensation: $35–40/hr. (contract); $40/hr. once permanent

Type: Contract-to-Hire (potential conversion after 6+ months)

Our client is seeking a Senior Service Desk Technician to deliver high-quality, ITIL-aligned support across hardware, software, and enterprise services. This role goes beyond core service desk duties, requiring increased independence, technical depth, and efficiency. The Senior Technician acts as a role model for best practices in ticket handling, documentation, SLA adherence, and knowledge sharing, while mentoring junior team members.

Responsibilities

• Provide advanced first-level support for hardware, software, and IT services across corporate offices and field teams.
• Troubleshoot issues involving Windows 11, macOS, printers, mobile devices, and network connectivity.
• Fulfill service requests such as new hire setups, account provisioning, and peripheral deployments.
• Record, categorize, and prioritize tickets using ITIL-based Incident and Request Management practices.
• Ensure timely resolution of tickets in compliance with defined SLAs.
• Document resolution steps and contribute to internal knowledge base improvements.
• Escalate issues appropriately for L2/engineering support when necessary.
• Participate in the after-hours support rotation.
• Mentor and provide knowledge-sharing support to junior service desk staff.

Requirements

• Experience: 3–5+ years in IT Service Desk or Desktop Support roles.
• Proficiency in Microsoft 365, Windows 11, macOS, iOS, Active Directory, and Intune.
• Strong working knowledge of computer systems, peripherals, printers, and mobile devices.
• Experience with ITSM platforms (Freshservice or similar) and SLA-driven ticket management.
• Understanding of ITIL processes (Incident, Request, Change, and Knowledge Management).
• Excellent analytical, troubleshooting, communication, and documentation skills.
• Ability to work independently, demonstrate initiative, and deliver high-quality service.
• Education: High School Diploma or GED required; Associate’s or Bachelor’s in IT/Computer Science preferred.
• Certifications: ITIL Foundation strongly encouraged; CompTIA A+, Network+, or Microsoft certifications a plus.