Sr. Service Desk Technician

Sr. Service Desk Technician

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

San Jose, CA

CONNECTION

At Connection, our purpose is simple : we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. Back in 1982, we started out with two employees and a phone line. Today, Connection is a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose. We’d love for you to join us and make your mark on the future of technology.

keywords : position summary,support,performance,problem solving,education & experience,proficiency,skills

Full Time

$35.00 / Hr. - $40.00 / Hr.

Overview :

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.

Entity of type com.vizirecruiter.common.domain.model.Label with id : 450

Requirements :