Lead/Senior Service Desk Technician

Lead/Senior Service Desk Technician
*US Citizens or GC holders
*On-site daily in Jersey City, NJ

The Senior Service Desk Technician plays a critical role in delivering advanced technical support for the organization. In addition to troubleshooting and resolving complex IT issues, this position involves mentoring and guiding junior analysts, acting as a knowledge resource for the team, and leading by example in areas such as customer service, incident management, and continuous improvement initiatives.

Key Responsibilities

1. Advanced Technical Support
   • Troubleshoot and resolve complex hardware, software, and network-related issues.
   • Serve as an escalation point for junior Service Desk Analysts, providing expert guidance and problem-solving.
   • Actively contribute to maintaining and improving technical documentation, procedures, and knowledge base articles.
2. Customer Service Excellence
   • Demonstrate a high level of professionalism and empathy when engaging with end users.
   • Ensure communication about issue status and resolutions is timely, clear, and customer-focused.
   • Provide feedback to the team on best practices for handling difficult or complex customer situations.
3. Reporting & Documentation
   • Track and analyze service desk metrics (e.g., response times, resolution rates) to identify trends and opportunities for improvement.
   • Assist in preparing regular reports on team performance and technical issues for management review.
   • Maintain documentation on complex resolutions or system changes to facilitate knowledge transfer.
4. Continuous Learning & Development
   • Stay updated on emerging technologies, tools, and best practices in IT support.
   • Share relevant insights and best practices with the team to foster collective growth.

Highly Desired Experiences & Skills

1. Team Lead or Supervisory Experience
   • Demonstrated success in leading or mentoring teams, even if informally.
   • Experience in scheduling, delegating tasks, and ensuring quality control for a service desk or technical support function.
2. ITIL or Similar Framework Knowledge
   • Familiarity with incident, problem, and change management processes.
   • ITIL Foundation certification (or higher) is a strong plus.
3. Technical Certifications
   • Industry certifications such as CompTIA A+, Network+, Microsoft (MCSA/MCSE), Cisco (CCNA), or similar credentials.
   • Proven track record of advanced troubleshooting in diverse environments (Windows, macOS, cloud platforms, etc.).
4. ServiceNow or Other Ticketing Systems
   • Hands-on experience configuring and troubleshooting popular ITSM (IT Service Management) platforms.
   • Ability to generate reports, dashboards, and manage automation within ticketing systems.
5. Strong Communication & Soft Skills
   • Proven ability to communicate complex technical concepts to both technical and non-technical audiences.
   • Adept at conflict resolution, active listening, and building rapport with users and team members.
6. Project Involvement
   • Involvement in process improvement or technology rollout projects.
   • Experience coordinating resources, timelines, and deliverables within an IT support context.

Qualifications

• Education: Associate or Bachelor’s degree in Information Technology or related field; or equivalent work experience.
• Experience: 3+ years of hands-on Service Desk or Help Desk experience with a focus on advanced troubleshooting. Prior leadership/mentoring experience is highly desired.
• Certifications: ITIL Foundation, CompTIA, Microsoft, or relevant vendor certifications are a plus.
• Technical Proficiency: Experience with desktop, laptop, and mobile hardware; operating systems (Windows, macOS); office productivity suites; network fundamentals; active directory account management; and remote support tools.
• Soft Skills: Excellent communication, organizational, and customer service skills. Strong ability to prioritize, multitask, and remain calm under pressure.