Sr. Service Desk Technician

Introduction Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation. Overview Senior Service Desk Technician Location: San Jose, CA Schedule: On-site, Monday–Friday, 8:00 AM – 5:00 PM Compensation: $35–40/hr. (contract); $40/hr. once permanent Type: Contract-to-Hire (potential conversion after 6+ months) Our client is seeking a Senior Service Desk Technician to deliver high-quality, ITIL-aligned support across hardware, software, and enterprise services. This role goes beyond core service desk duties, requiring increased independence, technical depth, and efficiency. The Senior Technician acts as a role model for best practices in ticket handling, documentation, SLA adherence, and knowledge sharing, while mentoring junior team members. Responsibilities Provide advanced first-level support for hardware, software, and IT services across corporate offices and field teams. Troubleshoot issues involving Windows 11, macOS, printers, mobile devices, and network connectivity . Fulfill service requests such as new hire setups, account provisioning, and peripheral deployments . Record, categorize, and prioritize tickets using ITIL-based Incident and Request Management practices. Ensure timely resolution of tickets in compliance with defined SLAs . Document resolution steps and contribute to internal knowledge base improvements . Escalate issues appropriately for L2/engineering support when necessary. Participate in the after-hours support rotation . Mentor and provide knowledge-sharing support to junior service desk staff. Requirements Experience: 3–5+ years in IT Service Desk or Desktop Support roles. Proficiency in Microsoft 365, Windows 11, macOS, iOS, Active Directory, and Intune . Strong working knowledge of computer systems, peripherals, printers, and mobile devices . Experience with ITSM platforms (Freshservice or similar) and SLA-driven ticket management. Understanding of ITIL processes (Incident, Request, Change, and Knowledge Management). Excellent analytical, troubleshooting, communication, and documentation skills. Ability to work independently, demonstrate initiative, and deliver high-quality service. Education: High School Diploma or GED required; Associate’s or Bachelor’s in IT/Computer Science preferred. Certifications: ITIL Foundation strongly encouraged; CompTIA A+, Network+, or Microsoft certifications a plus. #J-18808-Ljbffr