Senior Service Desk Technician

Senior Service Desk TechnicianVerathon® is seeking a Senior Service Desk Technician to join the Information Technology (IT) team in Bothell, WA. This role serves as the final escalation point for the Service Desk's most complex technical issues, applying considerable judgment and initiative to resolve problems, improve processes, and mentor Tier I-III technicians as an informal team leader. The role also helps coordinate coverage and after-hours support across Bothell, Burnaby, and Amsterdam, and keeps the Service Desk Manager informed through regular reporting on Service Desk metrics, KPIs, and staffing needs. The successful candidate brings sound technical judgment, proactive communication, and the reliability to operate effectively with minimal oversight.Responsibilities include:Assisting with day-to-day coverage planning for the Service Desk, helping ensure 24/7 availability across Bothell, Burnaby, and Amsterdam by supporting after-hours scheduling with the team and flagging coverage gaps to the Service Desk Manager.Serving as the final escalation point for complex Tier I-III issues, applying considerable judgment and initiative to diagnose root causes and implement effective, lasting solutions.Delivering exceptional customer service on the Service Desk's most complex and highest-visibility issues, de-escalating frustrated or high-pressure situations and communicating clearly with stakeholders at every level to ensure a positive outcome.Reporting Service Desk metrics, KPIs, and staffing issues to the Service Desk Manager on a weekly basis or as needed, providing the operational visibility needed for fast, well-informed decisions.Mentoring and training Tier I-III Service Desk Technicians through structured coaching and knowledge-transfer sessions, serving as an informal team leader on technical matters.Driving process improvement initiatives by identifying workflow gaps and independently developing and implementing solutions, including automation, to improve team efficiency and service delivery.Maintaining and optimizing Standard Operating Procedures (SOPs) and knowledge base articles for complex technical issues, ensuring team members can resolve recurring problems independently.Coordinating vendor communication for Service Desk-related renewals and license management, providing proactive status updates and clear timeline commitments to stakeholders.Administering the ITSM ticketing system with advanced proficiency, maintaining configuration and partnering with the vendor on enhancement requests to improve platform capability.Executing strategic initiatives assigned by the Service Desk Manager, from planning through completion, tracking milestones and resources, and communicating status proactively to stakeholders.Supporting AI automation implementation and optimization within IT, including administering AI-enabled service tools to improve resolution speed and user experience.Managing devices and applications using Microsoft Intune and other endpoint management tools, including modern provisioning through Microsoft Autopilot.Managing IT asset lifecycle, procurement, and regular audits, using data to identify and recommend improvements while staying within budget and timeline commitments.Providing technical guidance and participating in cross-functional planning with IT Infrastructure, Corporate Facilities, and business units.Coordinating audio/visual equipment setup and support for executive events and conference room technology deployments.Qualifications include:Minimum 4-6 years of progressive IT technical support experience with demonstrated leadership capability.Minimum 2 years in a service desk, desktop support, or help desk environment with proven process-improvement contributions.AA degree or relevant IT certification required; CompTIA A+, ITIL v4 Foundation, Microsoft certifications, or HDI strongly preferred.Excellent written and verbal communication skills.Comfortable determining methods and procedures on new assignments with minimal direction and operating without formal management authority; may serve as an informal team leader.Consistent reliability and follow-through, providing a steady, dependable presence during high-pressure incidents and after-hours coverage that the team can count on and that reinforces trust in the role's informal leadership.Experience developing SOPs and technical documentation for team use; KCS (Knowledge-Centered Service) certification or equivalent knowledge-management experience preferred.Experience with common Microsoft-platform software (Windows, Microsoft 365) and Apple-platform software (macOS).Experience with administration in Microsoft Azure, Active Directory, Intune, endpoint security tools, and ITSM platforms (e.g., Freshservice, ServiceNow, or Jira Service Management).Experience supporting standard business hardware (Lenovo ThinkPad/ThinkStation, Apple MacBook Pro, iPhone/iPad) and A/V and conference room technology.Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN troubleshooting).Willingness to travel domestically and internationally (less than 10%); must hold or be able to obtain a valid passport.Exposure to AI administration or AI-assisted development tools (e.g., Claude Code, Codex, or similar) is a plus, though not required.Salary range - $32.23 - $47.59 (Compensation will vary based on skills, experience and location; it is not typical to be hired at or above the top of the salary range).Full-time employees who are not on a commission plan are eligible for Verathon's annual bonus plan based on company and individual performance.Verathon provides a competitive benefits package including medical, dental, vision, basic life insurance, paid holidays, paid time off and a 401(k) matching plan.EEO: Verathon is an equal opportunity employer and strongly supports diversity in the workplace. We believe that diverse ideas, opinions and perspectives will build a strong foundation for success. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Verathon will be based on merit, qualifications, and abilities. Verathon does not discriminate in employment opportunities or practices on the basis of race, color, religion, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by law. Verathon