Senior Service Desk Technician

Description

Job Title: Sr. Service Desk Technician

Pay Range: $32.53 - $47.49

Who we are:

As one of the largest for-profit thrift operators in the United States, Canada and Australia for value priced pre-owned clothing, accessories and household goods, our mission is to champion reuse and inspire a future where secondhand is second nature. We supply our stores with gently-used, one-of-a-kind items that have been donated by the community to local nonprofit organizations. We purchase these items directly from our nonprofit partners, redirecting billions of pounds of used items away from landfills and on to our store racks and shelves for reuse, and providing our partners with valuable funding for their community-based programs and services. You’ll often hear us say that we are “Thrift Proud.” It’s the millions of loyal customers who visit our 300+ stores and our more than 22,000 team members that make it possible. Learn more about the Savers family of thrift stores, our impact, and the #ThriftProud movement at .

Our brands are Savers (in the , 2nd Ave (in the , Value Village (in the . and Canada), Unique (in the , Village des Valeurs (in Quebec) and Savers Australia.

What you can expect:

• The opportunity to celebrate uniqueness. We are made up of people from many different backgrounds, experiences, and perspectives, all with something special to contribute.
• To work in a purpose-driven company, with a business model that people love for our impact on both the planet and local communities.
• An investment in the career path interests of our people. With our aggressive store expansion plans, we recognize the importance of the continued growth and development of our team members.

What you get:

Comprehensive onboarding and training from day one.In-house expertise! Our training department / Savers University develops and delivers robust training to every team member across our organization — from new hires to senior executives. We develop around 90% of our training internally, and partner with a variety of renowned providers to supplement our offerings.

What you’ll be working on:

The Senior Service Desk Technician is a senior technical resource within the service technician team, serving as the primary escalation point for complex issues and delivering exceptional support experiences across our Bellevue corporate office, retail locations, and remote workforce. This role requires advanced troubleshooting skills, deep knowledge of enterprise technologies, and the ability to provide white-glove service for executives and high-priority users.

You’ll own critical support functions, including advanced troubleshooting for Windows 11, Microsoft 365, and enterprise applications; managing onboarding and offboarding workflows; and maintaining office infrastructure such as A/V systems, conferencing solutions, and network-connected devices. Success in this role means resolving issues quickly, proactively, and professionally to ensure seamless technology experiences in a dynamic, multi-site environment.

What you have:

Essential Job Functions:

• Provide white-glove, executive-level IT support for corporate leadership and office staff, ensuring prompt, discreet, and effective resolution of technology issues.
• Own the end-to-end onboarding and offboarding process for employees, including provisioning, configuring, and decommissioning hardware and software assets across multiple platforms.
• Troubleshoot, maintain, and support Windows operating systems, Microsoft 365, and enterprise applications for both on-site and remote users.
• Administer and support office network infrastructure, including large-format printers (Konica Minolta, Xerox), VOIP devices, and wired/wireless connectivity.
• Deliver advanced A/V support for conference rooms and executive meetings, including setup, configuration, and real-time troubleshooting of audio/video equipment.
• Provide remote support for field employees and retail locations, including VPN connectivity, endpoint management, and mobile device troubleshooting.
• Accurately document incidents, service requests, and resolutions in the ITSM ticketing system, contributing to process improvement and knowledge sharing.
• Collaborate with cross-functional IT teams to escalate complex incidents, implement system upgrades, and integrate new technology solutions.
• Mentor and support fellow technicians, promoting best practices, efficiency, and professional development within the team.
• Demonstrate strong customer advocacy and service skills, establishing credibility and rapport with both technical and non-technical users.
• Exhibit high-level organizational skills, attention to detail, and the ability to prioritize and execute tasks in a fast-paced, constantly changing environment.
• Act as a thought leader within the team, driving process enhancements, challenging existing practices, and advancing IT support strategy.
• Maintain a professional appearance and demeanor, consistently upholding high standards of service and optics within the office.
• Adhere to established SLAs and KPIs, driving improvements in mean time to resolution (MTTR) and customer satisfaction.
• Demonstrate reliability, initiative, and the ability to work independently or as part of a team, including availability for holidays, weekends, and on-call shifts as required.

Required Knowledge, Skills, and Abilities

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
• Minimum of 5 years of hands-on experience in desktop support or a similar role, with a proven record of supporting employees in both office and remote environments.
• Demonstrated expertise in troubleshooting Windows operating systems, Microsoft 365, and enterprise applications.
• Experience with endpoint management tools (., Intune, SCCM), Active Directory, and ITSM ticketing systems.
• Strong customer service background, with the ability to communicate effectively with technical and non-technical users.
• Experience supporting large office network printers, A/V equipment, and remote connectivity solutions preferred.
• Availability to work flexible hours, including holidays, weekends, and on-call shifts as required.
  

Minimum Required Education, Training and Experience

• Experience setting up and troubleshooting Microsoft Teams Room equipment and conference solutions.
• Mobile device support experience, including iOS and Android platforms.
• Proficiency with PowerShell scripting for automation and advanced troubleshooting.
• High-level expertise in Exchange Online administration and support.
• Exposure to supporting retail or multi-site environments.
• Experience with enterprise security best practices, including MFA, phishing prevention, and endpoint protection.

Savers Benefits

Geographic & job eligibility rules may apply

Healthcare Plans

• Comprehensive coverage (medical/dental/vision) at a reasonable cost
• Specialized health and wellness programs (quit smoking, counseling, diabetes management, chronic joint pain)

Paid Time Off

• Sick Pay
• Vacation Pay - Approximately 2 weeks
• 6 paid holidays plus 1 to 2 additional floating holidays

Team member discounts

• Up to 50% off store merchandise

Flexible spending accounts

• Use pre-tax dollars for eligible health and day care expenses

Employee Assistance Program (EAP)

• A whole suite of free tools and resources to manage life’s challenges and maintain a healthy work-life balance

Retirement Plan

• A 401k plan with generous company matching contributions to assist you in saving for a secure financial future.

Life insurance

• Company provided peace of mind and the option to purchase a supplemental plan

Additional Benefits

• Annual Bonus
• Performance Merit Increases
• Disability Insurance
• Parental Leave

We’re an equal opportunity employer.

All team members and job applicants will be treated fairly, without regard to race, color, religion, sex, national origin, age, physical or mental disability, sexual orientation, marital status, military or veteran status, gender or gender identity or any other factor protected by law.

Accessibility support statement

We’re committed to offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability, please contact us at:(800) 259-0004

Candidate AI usage policy

Savers Value Village celebrates the uniqueness of our team members. As we get to know you through the interview process, we want to learn about what makes you one of a kind, including your authentic voice, thoughts, and honest answers to interview questions. For this reason, we ask that you do not use AI to develop responses or aid you in any way during interviews or technical assessments.

FLSA:NonExempt

Travel:5% or less

Work Type/Location:SSC Bellevue, WA, full-time in-office