Senior Service Desk Technician

Senior Service Desk Technician

Boston, MA

6+ Months with a high possibility of extension

Position Overview :

The Senior Service Desk Technician serves as a key escalation point for complex technical issues and provides advanced support to end-users. This role ensures the stability and efficiency of IT services by troubleshooting, resolving incidents, and mentoring junior technicians. The ideal candidate has strong technical expertise, excellent communication skills, and a customer-focused mindset.

Key Responsibilities

• Act as an escalation point for Tier 1 and Tier 2 support issues, ensuring timely resolution of complex incidents.
• Diagnose and resolve hardware, software, and network-related problems across multiple platforms.
• Manage and prioritize service desk tickets using ITSM tools, ensuring adherence to SLAs.
• Provide advanced troubleshooting for Windows, macOS, mobile devices, and enterprise applications.
• Assist with user account management, including Active Directory, Microsoft 365, and other enterprise systems.
• Document solutions, create knowledge base articles, and contribute to process improvements.
• Mentor and train junior technicians to enhance team capabilities.
• Participate in IT projects, system upgrades, and deployments as needed.
• Ensure compliance with security policies and best practices.

Qualification : Required :

Core Competencies

Preferred :

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