As a Senior Service Desk Technician you will be responsible to support and maintain organizational computer systems and peripherals. This includes deploying, repairing, maintaining, and upgrading all organizational computer hardware as well participates on the implementation of new software and tools.

They will effectively provide first-hand support to end-users and executives in identifying and resolving technical issues. They will also mentor junior members of the IT team and provide specialized technical assistance to other IT verticals.

In this role you will…

Perform analysis, diagnosis, and resolution of complex computer problems, and provide best-in-class customer support for end-users. Recommend and implement corrective solutions for end-users in person, and remote support for off-site users as needed. Provide executive support for the Dublin office and other offices. Install, configure, test, maintain, monitor, and troubleshoot end user and computer hardware and peripheral devices. Communicate and multi-task across departments and technologies, while maintaining an appropriate level of professionalism and aligned goals.  Utilize corporate ticketing system to document and track incidents, requests, user interactions, and detailed hardware/software asset management.  Support Microsoft and Apple operating systems and related software; and proprietary software as needed.  Participates in IT special projects which may include testing and Implementation of new software and tools, IT infrastructure “smart-hands” assistance, technical guidance for other departments. Provides mentorship and training for new members of the IT team. Help management design, improve, document, and implement IT processes.

You’ve got what it takes if you have…

5+ years applicable experience and demonstrated success/knowledge with the following technologies: Microsoft Entra / Azure AD and on-prem AD domains experience Microsoft Intune, JAMF, SCCM, Autopilot, JAMF Zero Touch experience Windows 10, 11, MacOS provisioning and troubleshooting experience Okta identity, MFA, IAM experience ServiceNow, Jira experience Crowdstrike, Defender for Endpoint, DLP, web filtering experience Executive white-glove support experience Onboarding / offboarding experience Ability to complete and maintain basic work and project records.  Ability to work as part of a team. Ability to identify and seek needed information/research skills. Excellent written and oral communication skills. Advanced technical problem solving skills.  High school diploma, Bachelor’s degree and/or relevant technical certifications