Senior Service Desk Specialist

Job Summary

Delivers advanced, high-touch technical support across end-user computing environments, endpoints, and collaboration technologies. Serves as a senior escalation point within the Service Desk while providing white-glove support to executive leadership and onsite employees. Drives service excellence through process improvement, knowledge management, and cross-functional collaboration to enhance system reliability and user experience. Applies advanced technical expertise and independent judgment to resolve complex issues and optimize IT service delivery.

Job Duties

• Troubleshoot and Resolve Complex Issues: Diagnose, resolve, and escalate advanced hardware, software, network, and endpoint issues; perform root cause analysis and implement long-term solutions. 
• Service Desk Operations and Escalation Management: Manage ticket queues, prioritize incidents, and ensure SLA adherence; serve as a senior escalation resource for critical or high-impact issues. 
• Executive and White-Glove Support: Deliver high-touch, desk-side technical support to executive leadership; coordinate executive readiness, device setup, and support for sensitive or high-visibility situations. 
• Endpoint Lifecycle Management: Configure, deploy, image, and maintain devices using enterprise tools (e.g., SCCM, Intune, Jamf); ensure compliance with security, patching, and asset management standards. 
• Collaboration and A/V Support: Configure and troubleshoot conference room technologies (e.g., Teams, Zoom, A/V systems); support live meetings and perform pre-event testing for executive events. 
• AI Tools Administration and User Enablement: Administer and support approved AI tools; guide users on adoption and best practices; monitor usage trends and ensure compliance with governance standards. 
• Process Improvement and Documentation: Develop and maintain knowledge articles, RACI documentation, and standard operating procedures; identify trends and implement improvements to enhance service delivery. 
• Mentorship and Knowledge Sharing: Mentor junior analysts, provide technical guidance, and promote consistent service standards and best practices across the team. 
• Cross-Functional Collaboration: Partner with Infrastructure, Security, and End-User Computing teams to improve system performance, service reliability, and user experience.

Education and Work Experience

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent combination of education and relevant work experience 
• Minimum 3–5 years of experience in Service Desk, desktop support, or executive technical support, including independent troubleshooting and escalation handling responsibilities 
• Advanced knowledge of Windows and macOS operating systems, including device configuration, troubleshooting, and maintenance 
• Experience administering and supporting enterprise collaboration and productivity tools, including Microsoft Teams and Zoom 
• Experience utilizing IT service management (ITSM) tools (e.g., ServiceNow) to manage incidents, requests, and service delivery workflows 
• Experience supporting enterprise AI tools (e.g., Claude, Copilot, ChatGPT Enterprise), including user enablement and issue resolution