Job Title: Senior Service Desk Technician

We are seeking dedicated and skilled Senior Service Desk Technicians to join our team. This role serves as a bridge between basic Service Desk support and more advanced technical troubleshooting, focusing on resolving moderately complex issues that would otherwise escalate to Level 2 Field Services or specialized technical teams. The ideal candidate will have a strong technical background, excellent customer service skills, and the ability to work collaboratively in a dynamic environment.

Key Responsibilities:

Technical Support:

• Troubleshoot hardware and software issues, including Microsoft OS, Office 365, email clients, and peripherals.

• Resolve password resets, user access issues, and basic network connectivity problems.

• Use remote tools (e.g., Bomgar, RDP, DEX, ServiceNow) for diagnosis and resolution.

• Escalate unresolved issues to Level 2/3 support following standard operating procedures.

Customer Service:

• Respond to inquiries via phone, email, chat, and self-service portals.

• Provide clear instructions and guidance to end users.

• Maintain high customer satisfaction through timely and professional communication.

Ticket Management:

• Accurately log, categorize, and prioritize tickets.

• Manage escalated tickets from Level 1 and ensure timely resolution.

• Track ticket aging and follow up with users as needed.

• Coach Service Desk technicians on knowledge transfer to drive success within the team.

Knowledge Management:

• Update and maintain knowledge base articles.

• Document new processes and resolutions.

Collaboration:

• Work closely with Service Desk L1, Enterprise Field Services, and SMEs to acquire and share knowledge and resolution paths.

• Participate in continuous improvement meetings and share feedback.

Qualifications:

Education & Experience:

• Associate degree in Information Technology, Computer Science or related field, or equivalent experience.

• At least 5 years of Service Desk experience supporting remote enterprise users; insurance industry background preferred.

• Experience with desktop support and end-user device troubleshooting.

Technical Skills:

• Proficiency in Windows OS, Active Directory, Microsoft 365, Remote Desktop Support (CPC and RDP), and basic networking (DNS, DHCP, VPN).

• Expertise in troubleshooting with the Microsoft Office 365 Suite and SharePoint.

• Experience with Multi Factor Authenticator applications like DUO, MFA on Mobile devices (iOS, Android).

• Intermediate skills in troubleshooting Network connectivity.

• Experience with desktop support, including hardware diagnostics, peripheral setup, and software installation.

• Experience with ticketing systems like ServiceNow and remote access tools like Bomgar.

• Ability to use remote access tools for troubleshooting and resolution.

• Understanding of ticketing systems and SLA management.

Communication & Interpersonal Skills:

• Proficiency in both spoken and written English.

• Ability to interpret technical terms into solutions.

• Strong verbal and written communication.

• Ability to interpret technical procedures and write documentation.

• Excellent customer service and teamwork skills.

Certifications (Preferred):

• A+, Network+, Microsoft Technology Associate (MTA).

Work Hours:

• Regular Hours: Work hours must align with US time zones to support clients effectively during their business hours.

• Special Projects: Candidates must be flexible with their work hours and able to adapt quickly to special project requirements.