Sr. Service Desk Technician

Job Description

Job Description

About Us

Larson Design Group (LDG) is an award-winning, employee-owned Architecture, Engineering, and Consulting Firm. Guided by our core values, we’re expanding our team, opening new offices, and adding new offerings to provide responsive, innovative solutions to clients nationwide.   

Being 100% employee-owned directly impacts our culture: it drives our decision-making, motivates our teams, increases our productivity, improves retention, and contributes to the future success of our company. Our culture is one where we work hard for our clients and for each other – and we have fun collaborating, sharing experience and expertise, and learning along the way. We’re passionate about delivering exceptional quality, elevating client relationships, enriching the careers and lives of our employee owners, and enhancing the communities where we live and serve.     

At LDG, we strive to create an organization where people want to work. We offer a flexible work environment, paid training for required licensures, competitive benefits, bonus plans, and a company-funded Employee Stock Ownership Plan (ESOP) while supporting your professional and personal growth.    

Your Opportunity + Impact

A Senior Service Desk Technician is a vital leader within the IT support team, providing advanced technical expertise and mentorship to other Service Desk Technicians. Senior Service Desk Technician acts as a key escalation point for complex technical issues, leveraging in-depth knowledge of hardware, software, and networking to provide effective and timely resolutions. This position also contributes to the continuous improvement of the service desk processes and plays a role in vendor discussions related to end-user technology. The Senior Service Desk Technician role tackles challenging technical problems, implements innovative solutions, and contributes to the development of best practices within the service desk.

• Serves as a primary point of escalation for complex technical issues that Level 1 technicians are unable to resolve, providing advanced troubleshooting and solutions.
• Provides comprehensive Level 2 support for end-user issues related to Windows operating systems, network connectivity, printers, advanced hardware and software applications, and mobile devices.
• Mentors and provides technical guidance to Level 1 Service Desk Technicians, fostering their professional development and technical skills through knowledge sharing and best practice implementation.
• Leads and participates in the development and maintenance of troubleshooting documentation, knowledge base articles, and standard operating procedures for the service desk.
• Supports and administers identity and access systems, including Microsoft Entra ID (Azure AD) and on-premises Active Directory (hybrid environments), including user and group administration, security permissions, and group policy objects.
• Partners with cybersecurity teams to support endpoint security, malware remediation, and user security awareness.
• Troubleshoots and supports Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint) and endpoint management platforms (RMM, Intune or similar tools).
• Configures, deploys, and troubleshoots complex workstation setups, including software imaging, application installations, and hardware configurations.
• Participates in discussions with hardware and software vendors to troubleshoot issues, explore innovative solutions, and provide technical input on procurement decisions.
• Analyzes recurring incidents and identifies underlying problems, contributing to problem management efforts to prevent future issues.
• Assists in the planning and execution of IT projects, providing technical expertise and support as needed.
• Maintains accurate records of all support activities, resolutions, and escalations within the ticketing system.
• Maintains and troubleshoots a wide range of end-user equipment, including specialized peripherals and collaboration tools.
• Provides advanced "how-to" assistance and training for users on complex software applications and IT processes.
• Stay current with the latest technological trends and best practices in end-user support and proactively identify opportunities for improvement within the service desk.

Education and Experience

• Education: Associate’s degree in information technology or related field of study required. Bachelor’s degree in information technology, Computer Science, or a related field is preferred. Equivalent work experience may be considered in lieu of a degree. 
• Experience: A minimum of three (3) years of progressive experience in an IT support role, with demonstrated expertise in advanced troubleshooting, problem resolution, and mentorship.
• Licensure/Certification: ITIL, CompTIA A+, Network+, Security+, Microsoft certifications, or similar, preferred.  Must possess a valid driver's license and US Citizenship are required.

Preferred Qualifications

• AEC Application Support (Preferred but not required): Provide support for AEC design and visualization software, including Revit, AutoCAD, Civil 3D, SketchUp, Lumion, and Bentley applications.
• Experience with Cybersecurity Maturity Model Certification (CMMC) or similar cybersecurity standards is a plus
• Expert-level technical skills in Microsoft Windows operating systems and related technologies.
• Proven ability to troubleshoot complex hardware and software issues independently and effectively.
• Demonstrated experience in mentoring and guiding junior technical staff.
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and basic routing concepts.
• Experience with enterprise-level remote access tools and methodologies.
• Excellent verbal and written communication skills, with the ability to explain complex technical information to both technical and non-technical audiences. 
• Strong analytical and critical thinking skills with an initiative taking approach to identifying and resolving issues, attention to detail, and customer focused mindset.
• Ability to manage multiple priorities and work effectively in a demanding environment. 
• Experience with scripting languages such as PowerShell for automation and troubleshooting tasks is a plus.
• Familiarity with ITIL frameworks and best practices for incident and problem management.

EEO Statement

Larson Design Group, Inc. is an Affirmative Action and Equal Opportunity Employer (EEO) that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization.

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