Senior Service Desk Specialist

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., * 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.

• 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

Individual compensation packages are based on various factors unique to each candidate including

The pay range for this role is $31.00 - $42.95 hourly.

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car. Every team member is integral to our success. Whether you're at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment. Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.