Sr. Service Desk Technician

Requirements

• 1–2 years of experience in an IT Service Desk, Desktop Support, or Technical Support environment.
• Strong customer service and communication skills with the ability to support technical and non-technical users.
• Experience supporting Windows operating systems and Microsoft 365 applications.
• Foundational knowledge of networking concepts, protocols, and connectivity troubleshooting.
• Solid understanding of Identity & Access Management concepts including the fundamentals of using Active Directory or Entra ID.
• Experience troubleshooting hardware, software, accounts, and mobile device issues.
• Ability to create clear technical documentation and document support activities accurately.
• Practical experience using AI tools, including Microsoft Copilot, ChatGPT, or similar technologies, to improve productivity and support quality.
• Ability to manage multiple priorities and work effectively in a fast-paced support environment.
• Experience using Microsoft Copilot Studio for knowledge sources, topic tuning, generative answers, or analytics.
• Exposure to Power Platform technologies including Power Automate.
• Solid understanding of ITIL principles including incident, problem, and change management.
• Knowledge of security and privacy best practices related to AI and knowledge management.
• Relevant certifications including CompTIA A+ & Network+, ITIL Foundation, Microsoft 365 Fundamentals, or Power Platform Fundamentals.
• Interest in learning and supporting AI-enabled self-service technologies and automation initiatives.

Benefits

• Medical/Dental Benefits
• Paid time off
• Paid Holidays
• 401(k)