Hybrid Senior Service Desk Technician

The Senior Service Desk Technician will provide advanced technical support and service desk operations, ensuring timely resolution of incidents and service requests while supporting enterprise IT infrastructure. This position is ideal for an experienced IT professional with strong customer service skills, excellent troubleshooting abilities, and experience supporting Microsoft technologies and IT service management processes. Responsibilities

• Serve as the primary point of contact for Service Desk triage and end-user support.
• Resolve incident tickets and service requests efficiently while meeting service level expectations.
• Troubleshoot hardware, software, network, and user access issues.
• Support Microsoft 365 applications and services.
• Create, modify, and manage user accounts and permissions within Active Directory.
• Utilize Jira to document, track, and manage support requests.
• Maintain accurate Configuration Management Database (CMDB) records.
• Create and update knowledgebase documentation to improve support efficiency.
• Perform inventory tracking and IT asset management.
• Support technology projects, equipment deployments, upgrades, and office moves as assigned.
• Deliver exceptional customer service while communicating technical information clearly to end users.
• Prioritize multiple requests and work independently in a fast-paced environment.

• Bachelor’s degree in Information Technology or equivalent combination of education and experience.
• Experience working in a Service Desk, Help Desk, or Desktop Support environment.
• Working knowledge of ITIL principles and IT Service Management (ITSM) best practices.
• Experience using Jira or similar ticketing systems.
• Experience supporting Microsoft Office 365.
• Working knowledge of Active Directory administration.
• Experience maintaining CMDB and knowledgebase documentation.
• Experience with IT inventory and asset management.
• Strong troubleshooting and analytical skills.
• Excellent customer service, communication, organizational, and time management skills.
• Ability to manage multiple priorities while maintaining a high level of accuracy.

Preferred Qualifications

• ITIL Foundation Certification.
• Experience supporting enterprise-level environments.
• Experience participating in IT infrastructure or desktop deployment projects.
• Microsoft or CompTIA certifications are a plus.

We need hard-working, reliable employees who are ready to make an impact. If you’re looking for an opportunity to support a leading financial services organization while expanding your IT experience, we’d love to hear from you!

Tekberry is looking for a highly qualified and motivated Senior Service Desk Technician to work in a hybrid environment with our client, the nation’s #1 independent financial advisory firm. As a W2 employee, you will have access to health benefits.