Sr IT Service Desk Technician
$100,000–$125,000 year
On-siteClinton, Tennessee, United States
Job Summary
Provide Tier 1 and Tier 2 support for end-user computing, business applications, and collaboration platforms while serving as the primary escalation point for complex technical issues. Install, configure, maintain, and troubleshoot hardware, software, and peripherals within the Microsoft 365, Dynamics 365, and Intune environment. Develop automation solutions using scripting tools, manage endpoint provisioning and lifecycle activities, and coordinate onboarding for new employees. Respond to requests via phone, email, and ticketing systems; generate metrics to drive continuous improvement; maintain inventory records; and create technical documentation and training resources. Follow up with users to ensure timely resolution and a positive service experience.
Required Qualifications
- Minimum of 5 years of experience in an IT support, service desk, or technical support role
- Experience administering or supporting Microsoft 365 environments
- Experience supporting or configuring service desk/ticketing platforms
- Experience with endpoint management tools such as Microsoft Intune
- Proficiency with automation and scripting
- Working knowledge of Windows operating systems, computer hardware, and networking fundamentals
- Strong analytical and troubleshooting skills
- Excellent verbal and written communication skills
- Demonstrated ability to prioritize work and manage multiple tasks in a fast-paced environment
- Commitment to delivering excellent customer service
Desired Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field
- Experience supporting enterprise business applications
- Experience supporting employee onboarding, technology provisioning, and end-user training programs
- Experience creating technical documentation and knowledge management resources
- Experience working in a manufacturing or industrial environment
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