Sr IT Service Desk Technician

We are Techmer PM - the world's foremost materials design firm, creating custom polymers that make up essential products. Through our long-standing partnerships with processors, original equipment manufacturers, and product designers, we've worked for decades to tackle manufacturing and business challenges through sustainable, future-minded solutions.

Senior IT Service Desk Engineer

Salary Pay Range $,000

Position Summary

Techmer PM is seeking a Senior IT Service Desk Engineer to provide exceptional technical support while helping drive continuous improvement across our end-user technology environment.

This role combines hands-on technical support with ownership of service desk processes, employee onboarding, business applications, endpoint management, automation, reporting, and security-related initiatives. The successful candidate will serve as a primary escalation point for many technology issues, providing Tier 1 and Tier 2 support while coordinating with ERP and infrastructure support teams when additional expertise is required.

The ideal candidate is a customer-focused technology professional who enjoys solving problems, improving processes, supporting employee success, leveraging automation, and building strong relationships throughout the organization.

• Microsoft 365
• Dynamics 365
• Remedy Service Management
• Power Shell and Automation Tools
• LAN/WAN Networking Technologies

• Provide Tier 1 and Tier 2 support for end-user computing technologies, business applications, and collaboration platforms.
• Serve as a primary escalation point for complex technical issues and coordinate with ERP and infrastructure support teams when necessary.
• Respond to support requests via phone, email, ticketing systems, and in-person interactions.
• Install, configure, maintain, and troubleshoot computer hardware, software, and peripheral devices.
• Troubleshoot and resolve issues related to Microsoft 365, Dynamics 365, endpoint devices, and other business-critical applications.
• Develop and maintain automation solutions using scripting tools to improve efficiency and reduce manual effort.
• Support endpoint management activities, including provisioning, deployment, configuration, and lifecycle management.
• Coordinate technology onboarding activities for new employees, including device provisioning, account setup, application access, and end-user orientation.
• Partner with Human Resources and business leaders to ensure new employees have the technology tools and access required for a successful start.
• Assist with network troubleshooting involving LAN, WAN, wireless connectivity, and associated technologies.
• Create and maintain technical documentation, knowledge base articles, and self-service resources.
• Create and deliver user training sessions, technical documentation, and knowledge base content to improve technology adoption and user self-sufficiency.
• Provide ongoing coaching and guidance to end users on Microsoft 365, business applications, and workplace technologies.
• Generate and analyze service desk metrics to identify trends and drive continuous improvement.
• Maintain hardware and software inventory records and reporting.
• Administer and improve service desk workflows, reporting, and ticketing system configurations.
• Support information technology security, compliance, and auditing initiatives.
• Collaborate with external partners and service providers to ensure reliable infrastructure and security services.
• Follow up with users to ensure timely resolution and a positive service experience.

• Minimum of 5 years of experience in an IT support, service desk, or technical support role.
• Experience administering or supporting Microsoft 365 environments.
• Experience with endpoint management tools such as Microsoft Intune.
• Proficiency with automation and scripting.
• Working knowledge of Windows operating systems, computer hardware, and networking fundamentals.
• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to prioritize work and manage multiple tasks in a fast-paced environment.
• Commitment to delivering excellent customer service.