Senior Service Desk Technician

2 weeks ago

La Plata, United States outsourceIT Full time

Company Description

At outsourceIT, we are a people-centric tech company based in La Plata, MD. We believe technology should serve your goals, and our focus is to ensure that the tech tools you rely on align seamlessly with your overall mission. We are committed to providing amazing service, fast response times, and unparalleled strategic consultation.

Position Overview: We are seeking a highly skilled and versatile Senior Service Desk Technician to join our Managed Services team. In this role, you will be at the forefront of technical support, responsible for providing expert assistance to a diverse range of clients, resolving workstation-related issues, and managing escalations involving backend components. Leveraging your in-depth knowledge and remote management tools, you will ensure the smooth functioning of various environments, hardware configurations, and software applications across multiple client setups.

Key Responsibilities:

  • Deliver exceptional remote technical support to clients across different industries, addressing and resolving a wide array of workstation-related challenges, including hardware, software, and operating system issues.
  • Act as a lead point of escalation for junior service desk technicians, providing guidance, knowledge sharing, and facilitating swift issue resolution.
  • Utilize remote monitoring and management (RMM) tools to assess, diagnose, and remediate technical issues on client workstations, ensuring minimal disruption and maximum efficiency.
  • Collaborate with cross-functional teams to investigate, diagnose, and troubleshoot complex problems involving backend components such as servers and network infrastructure.
  • Employ advanced analytical skills to identify the root causes of issues, distinguishing between workstation-centric and backend-related problems, and making informed escalation decisions.
  • Maintain thorough documentation of support requests, troubleshooting steps, and resolutions in our ticketing system, ensuring a comprehensive knowledge base for reference and continuous improvement.
  • Communicate effectively with clients, translating technical concepts into easy-to-understand language and providing regular updates on issue status and resolution.
  • Participate in continuous professional development, staying updated with the latest industry trends, remote support techniques, and emerging technologies.
  • Collaborate with team members to enhance remote support processes, optimize service delivery, and contribute to the growth of our Managed Services offering.

Qualifications and Skills:

  • Bachelor's degree or equivalent experience in Information Technology or a related field.
  • Proven track record of delivering top-tier technical support and issue resolution in a remote or managed services environment.
  • Comprehensive expertise in diagnosing and resolving workstation-related challenges, spanning hardware, software, and operating system intricacies.
  • Proficiency in managing remote support tools, including remote monitoring and management (RMM) systems with remote control capabilities.
  • Strong leadership and mentorship abilities, demonstrated through experience guiding junior technicians and improving team performance.
  • Excellent communication skills, both written and verbal, with the capacity to convey complex technical concepts to clients and colleagues alike.
  • Exceptional problem-solving and analytical capabilities, coupled with meticulous attention to detail.
  • Familiarity with Windows and Mac operating systems as well as proficiency in a variety of office software applications.
  • Understanding of networking concepts, backend interactions, and their impact on workstation performance.
  • Proven ability to manage multiple tasks, prioritize effectively, and meet deadlines in a dynamic work environment.

Preferred Qualifications:

  • Professional certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or equivalent.
  • Previous experience within a managed services provider, handling multiple client environments and configurations.
  • Familiarity with ITIL best practices and service management principles.
  • Knowledge of scripting languages (e.g., PowerShell) for task automation and workflow enhancement.

Working Conditions:

  • Full-time position in the office with occasional visits to the client sites as needed.
  • Flexibility to accommodate different time zones and occasional after-hours support as needed.

If you are a highly adaptable and experienced service desk professional with a passion for delivering exceptional client support and driving technical excellence, we invite you to apply for the Senior Service Desk Technician role. Join our Managed Services team and contribute to the success of our clients by ensuring the optimal performance of their workstations and backend components in a remote support environment.

Job Types: Full-time, Permanent

Benefits:

  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Professional development assistance
  • Retirement plan
  • Vision insurance

Experience level:

  • 3 years

Schedule:

  • Monday to Friday

Experience:

  • Help desk: 3 years (Preferred)

Work Location: In person

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