Senior Service Desk

Averro - Bothell, WA

Full-time - Mid Level

Bothell, WA

Professional, Scientific, and Technical Services

About the position

The Senior Service Desk Technician is a key role within a small, growing IT team, responsible for providing comprehensive IT support to global users. This position involves receiving, prioritizing, documenting, and actively resolving end-user support and service requests, while also maintaining IT hardware, software, network, and mobile technology. The ideal candidate will be self-motivated, possess excellent interpersonal skills, and thrive in a fast-paced environment.

Responsibilities

• Provide comprehensive IT support to global users.
• Demonstrate high proficiency in incident, service, and change management.
• Efficiently handle, document, and recommend process improvements for a wide range of moderately complex incidents in an ITSM system.
• Perform 1:1 end-user problem resolution via phone, instant messaging, and in-person interactions.
• Train and continually support Tier I and II Service Desk technicians.
• Handle escalated complex or time-sensitive issues.
• Exhibit exceptional customer service and communication skills.
• Utilize advanced problem-solving and analytical abilities to resolve complex technical issues.
• Configure and deploy end-user PC desktop hardware, software, and peripherals.
• Develop and maintain comprehensive technical documentation and standard operating procedures (SOPs) for the Service Desk team.
• Deliver hardware and application orientation and training sessions for new and existing employees.
• Maintain extensive knowledge of IT infrastructure and applications for comprehensive support.
• Provide support for mobile device management, printing services, asset tracking, and daily workflow optimization.
• Ensure adherence to Service Level Agreements (SLAs) and achievement of key performance indicators (KPIs) for all support requests.

Requirements

• Bachelor's degree in IT or equivalent experience in end-user service desk support.
• 5+ years of IT experience in a similar role, working with ITSM tools (ServiceNow, Jira, etc.).
• Extensive experience supporting current hardware, software, and technologies.
• Experience supporting cloud applications.
• Proven ability to work in a collaborative, team-oriented environment.
• Exceptional interpersonal skills including rapport building, active listening, and questioning.
• ITIL v4 Foundation certification (or equivalent experience) and A+ or Network+ certifications preferred.
• Experience with knowledge management methodologies is helpful.
• Strong written and verbal communication skills.
• Strong experience in Windows Server environment and user administration including Active Directory, Exchange/O365/Azure.
• Proficient in Office 365 application support.
• Microsoft SCCM/MECM or Intune experience.
• Knowledge of endpoint security solutions like Microsoft Defender ATP or CrowdStrike.
• Familiarity with virtualization and cloud environments is essential.
• A solid understanding of networking fundamentals (DNS, DHCP, TCP/IP) is required.
• Excellent analytical and problem-solving skills with the ability to conduct research and root cause analysis.
• Independent worker with strong motivation who can thrive in a team environment.
• Ability to communicate effectively with both technical and non-technical audiences.
• Strong organizational skills in a fast-paced environment.

Nice-to-haves

• Experience with knowledge management methodologies is helpful.
• ITIL v4 Foundation certification (or equivalent experience) and A+ or Network+ certifications preferred.

Benefits

• Medical insurance
• 401K
• Sick leave
• Employee assistance program
• PTO
• Paid holidays
• Dental/vision insurance
• Pet insurance
• Legal insurance
• Education/training support