Sr. Service Desk Technician

Job DescriptionJob Description

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.

Qualifications :

• 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 .

Certifications : ITIL Foundation strongly encouraged; CompTIA A+, Network+, or Microsoft certifications a plus.