Service Desk Technician (SDT) - Senior

Overview Short Description: Service Desk Technician – Senior Hybrid position - will require on-site reporting to OCIO office Complete Description: The Service Desk Technician - Senior provides technical support for customers who experience computer and software issues in the areas of standard Windows desktop applications as well as applications developed by the client and its vendors. This position serves as the first point of contact for troubleshooting hardware and software problems. Duties & Responsibilities Respond to service requests and service incidents reported by client staff via phone, email, or web portal. Ensure information is accurately entered into the ticketing system and that all assigned tickets are tracked and managed to resolution within defined service level agreements. Ability to provide tier 1 and tier 2 support for a Windows-based desktop environment, including common desktop applications such as Microsoft365 and Adobe, as well as managing user accounts and Active Directory. Ability to provide tier 1 and tier 2 support for iOS-based mobile devices, including common mobile-based applications such as email, Microsoft365, and authentication applications. Configure and deploy PCs, laptops, printers, mobile phones, tablets, and other desktop IT assets. Interact with network team and application development teams to restore services and/or identify and correct issues. Simulate or re-create user problems to resolve incidents. Recommend system modifications to reduce user problems and service incidents. Required Experience At least five (5) years of experience in the following: Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management; Providing help desk support for iOS devices, iOS-based applications, and iCloud account management; Configuring, imaging, and deploying Windowsbased laptops, printers, and desktop assets; Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix. ITIL v4 Foundation CompTIA A+ certification Preferred Experience At least five (5) years of experience in the following: Endpoint protection and management tools such as CiscoAMP, Absolute, or HP SureClick; IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix. Skills Matrix Experience providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management. Required 5 Years Experience providing help desk support for iOS devices, iOS-based applications, and iCloud account management. Required 5 Years Experience configuring, imaging, and deploying Windows based laptops, printers, and desktop assets. Required 5 Years Experience with workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix. Required 5 Years ITIL v4 Foundation. Required CompTIA A+. Required Experience with endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick; Desired Experience with IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix. Desired Flexible work from home options available. #J-18808-Ljbffr