Senior Service Desk Technician New York, NY - Giorgio Armani

As a Senior Service Desk Technician, you will play a critical role in delivering high-quality IT support across the organization. Serving as the primary escalation point for Tier 2 and Tier 3 support requests, you will troubleshoot and resolve complex hardware, software, and network issues while ensuring a seamless technology experience for end users.

The ideal candidate is a skilled problem solver with strong technical expertise, exceptional customer service skills, and the ability to communicate effectively with both technical and non-technical stakeholders. You are proactive, detail-oriented, and committed to delivering timely and effective solutions.

• Advanced Troubleshooting:
  Diagnose and resolve complex technical issues related to desktop operating systems, cloud-based applications (e.g., Microsoft 365), and hardware endpoints (Windows, MacOS, and mobile iOS & Android).
• Deliver prompt in-person and remote (phone) support to local and remote users and provide occasional white glove service to executives.
• Thrives in fast-paced, high-volume environments, delivering high-quality output under tight deadlines
• Strong communication and problem-solving skills
• Management in Microsoft 365 suite;
  Intune, Entra, SharePoint, Teams, One Drive, Defender, Exchange, etc.
• Execute the new hire onboarding process, including account creation and termination.
• Tier 2/3 Escalation:
  Act as a technical leader for escalated incidents, guiding junior technicians and resolving tickets that fall outside standard Tier 1 procedures.
• Ability to manage multiple tasks while prioritizing work based on business needs and deadlines.
• Team
  
  Collaboration:
  
  Be able to work in a team environment, collaborate and assist networking and retail sales teams with department-wide efforts.
• Asset Management & Deployment:
  Assist with the deployment, maintenance, and inventory tracking of IT hardware and software licenses using PDQ Inventory and PDQ Deploy.
• Documentation and reporting:
  Create, update, and maintain detailed technical documentation, standard operating procedures (SOPs), and end-user guides for the company knowledge base. Utilize ADManager to generate reports for reference and analysis.
• Vendor Management:
  Work closely with third-party vendors and external IT support to resolve escalated technical problems with specialized software and hardware.
• Cellular Provider Management:
  Work with our cellular providers (AT&T, T-Mobile) to manage all mobile service contracts and mobile networks at store locations.
• System Monitoring:
  Monitor IT systems, network performance, and data security, identifying potential problems before they elevate.
• Maintain and support Audio/Visual technology, including conference room systems (Poly), and company events.
• Support store and warehouse Zebra and RFID printers/scanners, including configuration, setup, and troubleshooting.
• Provide level 1 & 2 support for POS systems on an as-needed basis.

• Proficiency in provisioning and administering user identities and access in Azure AD (MFA), Microsoft 365 suite and on-prem Active Directory.
• Familiarity with IT Service Management (ITSM) ticketing systems (e.g., Service Now, Zendesk).
• Strong understanding of Windows OS, OSI model/layers, network protocols, VPN, and wireless connectivity.
• Hardware repair and maintenance, laptops, desktops, all-in-one POS systems.
• Basic understanding of Windows Servers and network topology.
• Supporting business applications like SAP, Salesforce, Smartsheet, Docusign, and other business applications.
• Ability to lift and carry IT equipment up to 50 lbs.

Certifications (Preferred):
CompTIA A+, CompTIA Network+, Microsoft 365 Certified, or ITIL Foundations.

• Education:
  
  Bachelor’s degree in…