Sr Service Desk Technician II

ZipRecruiter; Columbus (OH); Remote; USD 50,000 - 85,000; Full time

Job summary

An established industry player is looking for a proactive Senior Desktop Support Technician II to join their dynamic team. This remote opportunity offers a path toward growth into a Service Desk Lead position. The ideal candidate will have strong technical troubleshooting skills and a commitment to delivering high-quality IT support services. You will play a crucial role in mentoring junior staff and driving process improvements while ensuring SLA adherence and incident resolution across multiple time zones. If you're ready to take the next step in your career and make a significant impact, this role is perfect for you.

Qualifications

• 3+ years in Service Desk or Desktop Support roles with increasing responsibility.
• Strong knowledge of Microsoft 365 and Windows OS.

Responsibilities

• Serve as primary escalation point for Level 1 technicians.
• Monitor ticket queues for SLA compliance and high-priority requests.

Skills

Microsoft 365

Windows OS

IT ticketing systems

Troubleshooting

Communication Skills

Education

ITIL Foundation Certification

Tools

Freshservice

ServiceNow

Intune

Azure Active Directory

Job description

Job DescriptionJob Description

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 proactive Senior 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 a Service Desk Lead position. 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.

Key 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.

Required Skills & Experience:

• 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).

Qualifications:

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