Senior Help Desk Technician

Looking for more than just a job? MKD Electric offers careers. Rewarding careers at that We provide excellent benefits, training, educational opportunities, and promote from within the company.

For over twenty years, MKD Electric has designed, built, installed, and maintained our clients' systems, projects, and facilities with a wide range of service offerings. We focus on safety, value, and quality as well as building and maintaining lasting relationships with a variety of national clients in renewables, data centers, oil and gas, food and beverage, manufacturing, chemical, and pharmaceutical fields. Quickly moving into other industries, we are a fast-paced and agile company looking for a best-in-class
Senior Help Desk Technician
willing to roll up their sleeves and exude a passion for the field

You will be responsible for providing advanced technical support, mentoring junior staff, ensuring high service quality, and assisting with the implementation and improvement of IT related processes and systems. The ideal candidate will have strong troubleshooting skills, a deep understanding of end-user support technologies, and the ability to work effectively across departments.

What you'll do…

• Provide ongoing support to keep the ticket backlog down, and support enterprise end users
• Monitor and manage support ticket queues to ensure SLAs are met
• Provide Tier 2 and Tier 3 technical support for hardware, software, network, and system issues
• Lead troubleshooting efforts for complex incidents and service requests, ensuring timely resolution
• Act as an escalation point for junior technicians and provide guidance and mentoring
• Collaborate with infrastructure and application teams to resolve persistent technical issues
• Contribute to the development and maintenance of knowledge base articles, documentation, and standard operating procedures
• Assist in the rollout of new hardware, software, and system upgrades
• Participate in the development and enforcement of ITIL-based service management practices
• Conduct root cause analysis for recurring issues and recommend preventative measures
• Support IS asset management and inventory tracking processes

What you'll need to succeed…

• Associate or bachelor's degree in information technology, computer science preferred
• 5+ years in a service desk or technical support role, with at least 1–2 years in a senior or lead capacity
• Required certification: CompTIA A+
• Strong knowledge of Windows operating systems
• Proficiency in Microsoft 365, Active Directory, Exchange, and common enterprise tools
• Familiarity with remote support tools (e.g., TeamViewer, LogMeIn, SCCM, Ninja)
• Basic networking knowledge (TCP/IP, DNS, VPN, Wi-Fi troubleshooting)
• Experience with ITSM platforms (e.g., ServiceDesk Plus, ServiceNow, Jira Service Management)
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical abilities
• Ability to manage priorities in a fast-paced environment
• Team player with a customer-first mindset
• ITIL Foundation Certification or equivalent knowledge of IT service management is a plus
• Experience in scripting or automation (PowerShell, Python) is a plus

Physical demands…
The physical demands described within are representative of those that must be met by an employee to successfully perform the essential functions of this job

• Must be able to lift to 20-30 pounds independently; lifting from knee to shoulder heights; other lifting required from various levels
• Must be able to remain stationary position for extended periods of time, prolonged periods sitting
• Requires standing for extended periods with frequent stretching, reaching, walking, and stooping, pushing and/or pulling in an environment that may be cold, hot, noisy, and wet and may have fumes or odors

What You'll Love About Us…
MKD employees are the company's greatest assets. To ensure employees are living life to the fullest we offer a wide range of benefits to ensure a well-balanced and healthy lifestyle in the office and at home. From mental wellbeing, physical health, and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting all the moments that matter. Along with flexible vacation, and parental leave, we prioritize initiatives that support the growth, development, and happiness of our people.

• On the job training with fully accredited training programs
• Eligibility to Medical, Dental, and Vision benefits and 401K with company match
• Access to opportunities to expand your skill set and share your knowledge with others across the organization
• Company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career growth & development

The base pay range for this position is $63,000 to $65,000 per year. Please note that the compensation range reflects the base pay only and does not include benefits, or bonuses this role may be eligible to receive. The range displayed reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by bona fide factors such as geographic work location, job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

This role is not eligible for visa sponsorship
MKD Electric is an equal employment opportunity employer. All applicants receive consideration for employment without regard to real or perceived race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. MKD Electric also prohibits harassment of applicants or employees based upon any of these protected categories.
Please note this job description is a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.