Sr. Service Desk Technician

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.

• 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.

• Experience: 3–5+ years in IT Service Desk or Desktop Support roles.

• Proficiency in Microsoft 365, Windows 11, macOS, iOS, Active Directory, and Intune.

• Strong working knowledge of computer systems, peripherals, printers, and mobile devices.

• Experience with ITSM platforms (Freshservice or similar) and SLA-driven ticket management.

• Understanding of ITIL processes (Incident, Request, Change, and Knowledge Management).

• Excellent analytical, troubleshooting, communication, and documentation skills.

• Ability to work independently, demonstrate initiative, and deliver high-quality service.

• Education: High School Diploma or GED required; Associate’s or Bachelor’s in IT/Computer Science preferred.

• Certifications: ITIL Foundation strongly encouraged; CompTIA A+, Network+, or Microsoft certifications a plus.