Sr. Service Desk Technician

Introduction

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

Senior Service Desk Technician

Location: San Jose, CA

Schedule: On-site, Monday–Friday, 8:00 AM – 5:00 PM

Compensation: $35–40/hr. (contract); $40/hr. once permanent

Type: Contract-to-Hire (potential conversion after 6+ months)

Our client is seeking a Senior Service Desk Technician to deliver high-quality, ITIL-aligned support across hardware, software, and enterprise services. This role goes beyond core service desk duties, requiring increased independence, technical depth, and efficiency. The Senior Technician acts as a role model for best practices in ticket handling, documentation, SLA adherence, and knowledge sharing, while mentoring junior team members.

• Provide advanced first-level support for hardware, software, and IT services across corporate offices and field teams.
• Troubleshoot issues involving Windows 11, macOS, printers, mobile devices, and network connectivity
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• Fulfill service requests such as new hire setups, account provisioning, and peripheral deployments
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• Record, categorize, and prioritize tickets using ITIL-based Incident and Request Management practices.
• Ensure timely resolution of tickets in compliance with defined SLAs
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• Document resolution steps and contribute to internal knowledge base improvements
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• Escalate issues appropriately for L2/engineering support when necessary.
• Participate in the after-hours support rotation
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• Mentor and provide knowledge-sharing support to junior service desk staff.

• Experience: 3–5+ years in IT Service Desk or Desktop Support roles.
• Proficiency in Microsoft 365, Windows 11, macOS, iOS, Active Directory, and Intune
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• Strong working knowledge of computer systems, peripherals, printers, and mobile devices
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• Experience with ITSM platforms (Fresh service or similar) and SLA-driven ticket management.
• Understanding of ITIL processes (Incident, Request, Change, and Knowledge Management).
• Excellent analytical, troubleshooting, communication, and documentation skills.
• Ability to work independently, demonstrate initiative, and deliver high-quality service.
• Education: High School Diploma or GED required;
  Associate’s or Bachelor’s in IT/Computer Science preferred.
• Certifications: ITIL Foundation strongly encouraged;
  CompTIA A+, Network+, or Microsoft certifications a plus.