Job Description

Senior Service Desk Technician

Location: On-site/Hybrid (as applicable)

Employment Type: Full-Time

Position Summary

We are seeking an experienced Senior Service Desk Technician to provide advanced technical support across a Windows-based environment. This role will serve as an escalation point for Tier 12 issues, manage endpoint configurations, and support device lifecycle management using Microsoft Intune . The ideal candidate is highly skilled in troubleshooting, customer service, and modern endpoint management, with the ability to mentor junior technicians and improve support processes.

Key Responsibilities

Technical Support & Troubleshooting

• Serve as the primary escalation point for complex hardware, software, and network issues within a Windows environment.
• Troubleshoot and resolve issues related to Windows OS, user profiles, authentication, VPN, network connectivity, and standard business applications.
• Manage and support Microsoft 365 applications, account administration, and security controls.
• Provide remote and deskside support for end-users, including VIP and executive-level staff.

Microsoft Intune & Endpoint Management

• Configure, deploy, and manage Windows devices through Microsoft Intune (Endpoint Manager).
• Create and maintain Intune policies, compliance configurations, device enrollment profiles, and application deployment packages.
• Perform patching, updates, and security policy enforcement across all managed devices.
• Troubleshoot device compliance, enrollment, and application deployment issues.

Service Desk Operations

• Monitor, triage, and resolve tickets within agreed SLAs while maintaining detailed documentation.
• Identify recurring issues and implement solutions or knowledgebase articles to reduce volume.
• Support onboarding/offboarding workflows including account creation, device provisioning, and permissions management.
• Maintain asset inventory, device lifecycle tracking, and hardware refresh activities.

Process Improvement & Leadership

• Mentor junior Service Desk staff and assist with technical training.
• Recommend improvements for system performance, endpoint security, and service desk workflows.
• Collaborate with IT leadership on small-to-medium infrastructure and application projects.
• Ensure compliance with security and organizational IT policies.

Required Qualifications

• 35+ years of IT support experience in a Windows enterprise environment.
• Hands-on experience with Microsoft Intune/Endpoint Manager , including device provisioning and policy management.
• Strong knowledge of Windows 10/11, Active Directory, Azure AD, Group Policy, and basic networking fundamentals.
• Experience supporting Microsoft 365 applications and administration.
• Ability to troubleshoot complex issues independently and provide clear resolutions.
• Strong customer service, communication, and documentation skills.

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certifications (MD-100/MD-101, MS-900, etc.).
• Experience with PowerShell scripting for automation and administrative tasks.
• Familiarity with ITIL practices and service management tools (Jira, ServiceNow, Zendesk, etc.).

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