Sr. Service Desk Technician

Larson Design Group (LDG) is an award-winning, employee-owned Architecture, Engineering, and Consulting Firm. Guided by our core values, we’re expanding our team, opening new offices, and adding new offerings to provide responsive, innovative solutions to clients nationwide.

Being 100% employee-owned directly impacts our culture: it drives our decision-making, motivates our teams, increases our productivity, improves retention, and contributes to the future success of our company. Our culture is one where we work hard for our clients and for each other – and we have fun collaborating, sharing experience and expertise, and learning along the way. We’re passionate about delivering exceptional quality, elevating client relationships, enriching the careers and lives of our employee owners, and enhancing the communities where we live and serve.

At LDG, we strive to create an organization where people want to work. We offer a flexible work environment, paid training for required licensures, competitive benefits, bonus plans, and a company-funded Employee Stock Ownership Plan (ESOP) while supporting your professional and personal growth.

A Senior Service Desk Technician is a vital leader within the IT support team, providing advanced technical expertise and mentorship to other Service Desk Technicians. Senior Service Desk Technician acts as a key escalation point for complex technical issues, leveraging in-depth knowledge of hardware, software, and networking to provide effective and timely resolutions. This position also contributes to the continuous improvement of the service desk processes and plays a role in vendor discussions related to end-user technology.

The Senior Service Desk Technician role tackles challenging technical problems, implements innovative solutions, and contributes to the development of best practices within the service desk.

• Serves as a primary point of escalation for complex technical issues that Level 1 technicians are unable to resolve, providing advanced troubleshooting and solutions.
• Provides comprehensive Level 2 support for end-user issues related to Windows operating systems, network connectivity, printers, advanced hardware and software applications, and mobile devices.
• Mentors and provides technical guidance to Level 1 Service Desk Technicians, fostering their professional development and technical skills through knowledge sharing and best practice implementation.
• Leads and participates in the development and maintenance of troubleshooting documentation, knowledge base articles, and standard operating procedures for the service desk.
• Supports and administers identity and access systems, including Microsoft Entra  (Azure AD) and on-premises Active Directory (hybrid environments), including user and group administration, security permissions, and group policy objects.
• Partners with cybersecurity teams to support endpoint security, malware remediation, and user security awareness.
• Troubleshoots and supports Microsoft 365 services (Exchange Online, Teams, One Drive, SharePoint) and endpoint management platforms (RMM, Intune or similar tools).
• Configures, deploys, and troubleshoots complex workstation setups, including software imaging, application installations, and hardware configurations.
• Participates in discussions with hardware and software vendors to troubleshoot issues, explore innovative solutions, and provide technical input on procurement decisions.
• Analyzes recurring incidents and identifies underlying problems, contributing to problem management efforts to prevent future issues.
• Assists in the planning and execution of IT projects, providing technical expertise and support as needed.
• Maintains accurate…