Sr. Service Desk Technician

Sr. Service Desk Technician

Summary

We are seeking a Sr. IT Service Desk Technician to provide technical support and customer service for internal users across the organization. This role will be responsible for resolving Tier-1 and Tier-2 technical issues, supporting Microsoft-based technologies, maintaining accurate documentation, and contributing to continuous improvement initiatives. The ideal candidate is passionate about customer support, comfortable using AI tools to improve efficiency, and interested in expanding into AI-enabled self-service solutions using Microsoft Copilot Studio and related technologies.

Responsibilities

* Respond to and resolve Tier-1 and Tier-2 technical support requests through phone, email, and Service Now ITSM.

* Troubleshoot hardware, software, networking, account access, and endpoint-related issues in Windows and Microsoft 365 environments.

* Document troubleshooting activities, testing results, resolutions, and customer communications in accordance with internal standards.

* Monitor assigned tickets to ensure timely updates, resolution progress, and SLA compliance.

* Escalate complex issues to appropriate technical teams with detailed handoff documentation and supporting evidence.

* Support user onboarding and offboarding activities including account provisioning, password resets, and access management.

* Assist with support and configuration of Microsoft 365, Teams, Entra /Azure AD, VPN connectivity, and mobile devices.

* Create and maintain technical documentation, knowledge articles, and user self-service resources within the Service Now Knowledgebase.

* Contribute to improving support processes and self-service capabilities through AI tools, automation, and knowledge management.

* Assist with maintaining and improving AI-enabled self-service experiences using Microsoft Copilot Studio or similar platforms.

* Analyze recurring support issues, service desk trends, and knowledge gaps to recommend process and documentation improvements.

* Participate in project work and continuous improvement initiatives as assigned.

Requirements

* 1-2 years of experience in an IT Service Desk, Desktop Support, or Technical Support environment.

* Strong customer service and communication skills with the ability to support technical and non-technical users.

* Experience supporting Windows operating systems and Microsoft 365 applications.

* Foundational knowledge of networking concepts, protocols, and connectivity troubleshooting.

* Solid understanding of Identity & Access Management concepts including the fundamentals of using Active Directory or Entra .

* Experience troubleshooting hardware, software, accounts, and mobile device issues.

* Ability to create clear technical documentation and document support activities accurately.

* Practical experience using AI tools, including Microsoft Copilot, ChatGPT, or similar technologies, to improve productivity and support quality.

* Ability to manage multiple priorities and work effectively in a fast-paced support environment.

* Experience using Microsoft Copilot Studio for knowledge sources, topic tuning, generative answers, or analytics.

* Exposure to Power Platform technologies including Power Automate.

* Solid understanding of ITIL principles including incident, problem, and change management.

* Knowledge of security and privacy best practices related to AI and knowledge management.

* Relevant certifications including CompTIA A+ & Network+, ITIL Foundation, Microsoft 365 Fundamentals, or Power Platform Fundamentals.

* Interest in learning and supporting AI-enabled self-service technologies and automation initiatives.

This is a 6-month Contract-to-hire opportunity with our Lenexa, KS client. Employee benefits include Medical/Dental Benefits, Paid time off, Paid Holidays, and 401(k). H1-B Visa sponsorship is not available for this position. No third-parties, please.

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