Senior Help Desk Technician

Looking for more than just a job? MKD Electric offers careers. Rewarding careers at that! We provide excellent benefits, training, educational opportunities, and promote from within the company.

For over twenty years, MKD Electric has designed, built, installed, and maintained our clients' systems, projects, and facilities with a wide range of service offerings. We focus on safety, value, and quality as well as building and maintaining lasting relationships with a variety of national clients in renewables, data centers, oil and gas, food and beverage, manufacturing, chemical, and pharmaceutical fields. Quickly moving into other industries, we are a fast-paced and agile company looking for a best-in-class Senior Help Desk Technician willing to roll up their sleeves and exude a passion for the field!

You will be responsible for providing advanced technical support, mentoring junior staff, ensuring high service quality, and assisting with the implementation and improvement of IT related processes and systems. The ideal candidate will have strong troubleshooting skills, a deep understanding of end-user support technologies, and the ability to work effectively across departments.

What you'll do...

• Provide ongoing support to keep the ticket backlog down, and support enterprise end users
• Monitor and manage support ticket queues to ensure SLAs are met
• Provide Tier 2 and Tier 3 technical support for hardware, software, network, and system issues
• Lead troubleshooting efforts for complex incidents and service requests, ensuring timely resolution
• Act as an escalation point for junior technicians and provide guidance and mentoring
• Collaborate with infrastructure and application teams to resolve persistent technical issues
• Contribute to the development and maintenance of knowledge base articles, documentation, and standard operating procedures
• Assist in the rollout of new hardware, software, and system upgrades
• Participate in the development and enforcement of ITIL-based service management practices
• Conduct root cause analysis for recurring issues and recommend preventative measures
• Support IS asset management and inventory tracking processes

What you'll need to succeed...

Physical demands...

The physical demands described within are representative of those that must be met by an employee to successfully perform the essential functions of this job

What you'll love about us...

MKD employees are the company's greatest assets. To ensure employees are living life to the fullest we offer a wide range of benefits to ensure a well-balanced and healthy lifestyle in the office and at home. From mental wellbeing, physical health, and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting all the moments that matter. Along with flexible vacation, and parental leave, we prioritize initiatives that support the growth, development, and happiness of our people.

The base pay range for this position is $63,000 to $65,000 per year. Please note that the compensation range reflects the base pay only and does not include benefits, or bonuses this role may be eligible to receive. The range displayed reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by bona fide factors such as geographic work location, job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

This role is not eligible for visa sponsorship

MKD Electric is an equal employment opportunity employer. All applicants receive consideration for employment without regard to real or perceived race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. MKD Electric also prohibits harassment of applicants or employees based upon any of these protected categories.

Please note this job description is a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.