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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Service Desk Technician - **Company:** Giorgio Armani - **Location:** New York, NY, United States - **Experience:** Expert - **Salary:** $75,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** Zebra (Programming Language), Microsoft Windows, Active Directory, Apple Mac Systems, Business Software, Software as a Service, CompTIA Network+, Data Security, Desktop Computing, Monitoring of Systems, Network Topologies, Issue Tracking Systems, Virtual Private Networks (VPN), OSI Models, Network Troubleshooting, Windows Servers, Network Protocols, Radio-Frequency Identification, Azure Active Directory, Salesforce.Com, SAP (Applications), Microsoft SharePoint, Visual Technology, Wireless Networks, Smartsheet, Office365, Microsoft InTune, Information Technology, Laptops, Zendesk, DocuSign, Hardware Debugging, Servicenow - **Published:** July 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a4dcaa5969d4bd32 ## About the Role The ideal candidate is a skilled problem solver with strong technical expertise, exceptional customer service skills, and the ability to communicate effectively with both technical and non-technical stakeholders. You are proactive, detail-oriented, and committed to delivering timely and effective solutions., * Proficiency in provisioning and administering user identities and access in Azure AD (MFA), Microsoft 365 suite and on-prem Active Directory. * Familiarity with IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Zendesk). * Strong understanding of Windows OS, OSI model/layers, network protocols, VPN, and wireless connectivity. * Hardware repair and maintenance, laptops, desktops, all-in-one POS systems. * Basic understanding of Windows Servers and network topology. * Supporting business applications like SAP, Salesforce, Smartsheet, Docusign, and other business applications. * Ability to lift and carry IT equipment up to 50 lbs. Certifications (Preferred): CompTIA A+, CompTIA Network+, Microsoft 365 Certified, or ITIL Foundations. Qualifications & Requirements: * Education: Bachelor's degree in Computer Science, Information Technology, Engineering or a related field (or equivalent hands-on experience). Experience: 4+ years of experience in an enterprise-level IT service desk or desktop support environment. ## Description As a Senior Service Desk Technician, you will play a critical role in delivering high-quality IT support across the organization. Serving as the primary escalation point for Tier 2 and Tier 3 support requests, you will troubleshoot and resolve complex hardware, software, and network issues while ensuring a seamless technology experience for end users., * Advanced Troubleshooting: Diagnose and resolve complex technical issues related to desktop operating systems, cloud-based applications (e.g., Microsoft 365), and hardware endpoints (Windows, MacOS, and mobile iOS & Android). * Deliver prompt in-person and remote (phone) support to local and remote users and provide occasional white glove service to executives. * Thrives in fast-paced, high-volume environments, delivering high-quality output under tight deadlines * Strong communication and problem-solving skills * Management in Microsoft 365 suite; Intune, Entra, SharePoint, Teams, OneDrive, Defender, Exchange, etc. * Execute the new hire onboarding process, including account creation and termination. * Tier 2/3 Escalation: Act as a technical leader for escalated incidents, guiding junior technicians and resolving tickets that fall outside standard Tier 1 procedures. * Ability to manage multiple tasks while prioritizing work based on business needs and deadlines. * Team Collaboration: Be able to work in a team environment, collaborate and assist networking and retail sales teams with department-wide efforts. * Asset Management & Deployment: Assist with the deployment, maintenance, and inventory tracking of IT hardware and software licenses using PDQ Inventory and PDQ Deploy. * Documentation and reporting: Create, update, and maintain detailed technical documentation, standard operating procedures (SOPs), and end-user guides for the company knowledge base. Utilize ADManager to generate reports for reference and analysis. * Vendor Management: Work closely with third-party vendors and external IT support to resolve escalated technical problems with specialized software and hardware. * Cellular Provider Management: Work with our cellular providers (AT&T, T-Mobile) to manage all mobile service contracts and mobile networks at store locations. * System Monitoring: Monitor IT systems, network performance, and data security, identifying potential problems before they escalate. * Maintain and support Audio/Visual technology, including conference room systems (Poly), and company events. * Support store and warehouse Zebra and RFID printers/scanners, including configuration, setup, and troubleshooting. * Provide level 1 & 2 support for POS systems on an as-needed basis. ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)