Senior IT Service Desk Technician
Listed on 2026-06-17
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Overview
The Senior IT Service Desk Technician serves as a key escalation point within the Service Desk, providing advanced technical support for end‑user incidents and requests across the enterprise. This role resolves complex issues across Windows and macOS environments, mentors junior technicians, drives knowledge quality, and partners with Engineering and Operations teams to improve service delivery.
Responsibilities- Advanced End‑User Support
- Provide Tier 2/3 support for complex hardware, software, and access issues across macOS, Windows, iOS, and standard peripherals
- Serve as a primary escalation resource for Mac‑specific issues, including OS troubleshooting, device enrollment, security controls, and application support
- Diagnose and resolve advanced Microsoft 365 issues (Outlook, Teams, One Drive, SharePoint) on both Windows and Mac platforms
- Support endpoint management activities including imaging, configuration, patching, and compliance
- Own escalated incidents through resolution, including coordination with Apple, Kandji, or third‑party vendors as required
- Apple / macOS Platform Support
- Support macOS lifecycle management (new device setup, upgrades, replacements, and decommissioning)
- Troubleshoot macOS performance, profile, certificate, and application issues
- Support Apple , iCloud, File Vault, and macOS security features as aligned with enterprise policy
- Assist with Kandji, Intune (macOS), or equivalent MDM troubleshooting and remediation
- Support iOS/iPadOS devices used by field and executive users
- Service Desk Operations
- Act as an escalation point for Service Desk technicians and applications and engineering teams.
- Ensure incidents and requests meet SLAs and quality standards for documentation and communication
- Identify recurring issues and contribute to problem management and root‑cause analysis
- Execute user onboarding/offboarding tasks (Windows, Mac, and mobile) with accuracy and compliance
- Knowledge, Process & Continuous Improvement
- Create and maintain Mac‑specific and cross‑platform KB articles, runbooks, and troubleshooting guides
- Recommend service improvements based on ticket trends and platform‑specific support gaps
- Assist with rollout support for OS upgrades, device refreshes, and major platform changes
- Coaching & Collaboration
- Mentor junior technicians on advanced troubleshooting, including macOS support fundamentals
- Partner with Infrastructure, Security, and Endpoint teams on escalations and platform improvements
- Experience
- 4–6+ years of IT Service Desk or End‑User Support experience
- Demonstrated experience supporting macOS in an enterprise environment
- Proven escalation ownership and complex troubleshooting experience
- Technical Skills
- Strong knowledge of:
- macOS (enterprise support, troubleshooting, security)
- Windows 10/11
- Microsoft 365 on Windows and Mac
- Active Directory and Azure AD / Entra
- Service Now ITSM
- Working experience with:
- macOS device management (JAMF, Intune for macOS, or similar)
- Endpoint security and disk encryption (File Vault)
- ITSM platforms (Service Now preferred)
- Strong knowledge of:
- Soft Skills
- Strong customer service mindset with confidence supporting executive and technical users
- Clear, structured written documentation
- Ability to coach others and raise overall Service Desk capability
- Preferred Qualifications
- Apple certifications (ACSP, ACMT)
- Microsoft Endpoint or Intune certifications
- Experience supporting mixed Windows/Mac environments in construction, engineering, or professional services
While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stands; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus.
The employee will spend their time in an office environment with a quiet to moderate noise level. Job site walking.
Suffolk provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation,…
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).