Service Desk Representative Sr

Job Title: Senior Service Desk Technician 

Position Overview: We are seeking dedicated and skilled Senior Service Desk Technicians to join our team. This role serves as a bridge between basic Service Desk support and more advanced technical troubleshooting, focusing on resolving moderately complex issues that would otherwise escalate to Level 2 Field Services or specialized technical teams. The ideal candidate will have a strong technical background, excellent customer service skills, and the ability to work collaboratively in a dynamic environment. 

Key Responsibilities: 

Technical Support: 

• Troubleshoot hardware and software issues, including Microsoft OS, Office 365, email clients, and peripherals. 

• Resolve password resets, user access issues, and basic network connectivity problems. 

• Use remote tools (e.g., Bomgar, RDP, DEX, ServiceNow) for diagnosis and resolution. 

• Escalate unresolved issues to Level 2/3 support following standard operating procedures. 

Customer Service: 

• Respond to inquiries via phone, email, chat, and self-service portals. 

• Provide clear instructions and guidance to end users. 

• Maintain high customer satisfaction through timely and professional communication. 

Ticket Management: 

• Accurately log, categorize, and prioritize tickets. 

• Manage escalated tickets from Level 1 and ensure timely resolution. 

• Track ticket aging and follow up with users as needed. 

• Coach Service Desk technicians on knowledge transfer to drive success within the team. 

Knowledge Management: 

• Update and maintain knowledge base articles. 

• Document new processes and resolutions. 

Collaboration: 

• Work closely with Service Desk L1, Enterprise Field Services, and SMEs to acquire and share knowledge and resolution paths. 

• Participate in continuous improvement meetings and share feedback. 

Qualifications: 

Education & Experience: 

• Associate degree in Information Technology, Computer Science or related field, or equivalent experience. 

• At least 5 years of Service Desk experience supporting remote enterprise users; insurance industry background preferred. 

• Experience with desktop support and end-user device troubleshooting. 

Technical Skills: 

• Proficiency in Windows OS, Active Directory, Microsoft 365, Remote Desktop Support (CPC and RDP), and basic networking (DNS, DHCP, VPN). 

• Expertise in troubleshooting with the Microsoft Office 365 Suite and SharePoint. 

• Experience with Multi Factor Authenticator applications like DUO, MFA on Mobile devices (iOS, Android). 

• Intermediate skills in troubleshooting Network connectivity. 

• Experience with desktop support, including hardware diagnostics, peripheral setup, and software installation. 

• Experience with ticketing systems like ServiceNow and remote access tools like Bomgar. 

• Ability to use remote access tools for troubleshooting and resolution. 

• Understanding of ticketing systems and SLA management. 

Communication & Interpersonal Skills: 

• Proficiency in both spoken and written English. 

• Ability to interpret technical terms into solutions. 

• Strong verbal and written communication. 

• Ability to interpret technical procedures and write documentation. 

• Excellent customer service and teamwork skills. 

Certifications (Preferred): 

• A+, Network+, Microsoft Technology Associate (MTA). 

Work Hours: 

• Regular Hours: Work hours must align with US time zones to support clients effectively during their business hours. 

• Special Projects: Candidates must be flexible with their work hours and able to adapt quickly to special project requirements.