Senior IT Service Desk Technician, DISCO

• 3+ years of experience in IT service desk or technical support roles
• Experience in handling escalated technical issues and providing end-user support
• Experience with IT asset management and inventory tracking
• Previous experience in a senior-level IT service desk technician role

Desirable

• The Senior IT Service Desk Technician is a key member of the IT support team responsible for providing technical assistance and support to end-users
• They handle complex technical issues, escalate problems when necessary, and serve as a subject matter expert for IT service desk operations
• Incident and Request Fulfillment: Assists the IT Infrastructure Manager in daily management of incidents and requests according to ITIL standards, ensuring proper classification and meeting target SLAs
• Technical Support Escalation: Acts as a point of escalation to internal teams on technical issues and requests, helping to troubleshoot issues related to laptops, networks, AV systems, printers, and more
• User Provisioning and Inventory Management: Leads the IT Service Desk team in managing user provisioning and deprovisioning, ensuring a seamless process and excellent customer experience
• Cloud Application & Asset Management: Assists in the management of cloud applications such as GSuite, Zoom, Okta, and more. Uses management systems and knowledge of automation to maintain accurate records of IT assets, tracks inventory and assists with procurement
• Process Improvement and Documentation: Identifies opportunities for improving internal IT processes and takes initiative to implement enhancements. Develops comprehensive documentation related to IT processes and end-user knowledge base
• Incident Management: Manages and resolves escalated IT incidents, ensuring timely resolution and effective communication with end-users
• Knowledge Sharing: Shares technical knowledge and expertise with the IT service desk team to enhance the overall team performance