Senior Service Desk Support Technician

Job Description

Looking for more than just a job? MKD Electric offers careers . Rewarding careers at that! We provide excellent benefits, training, educational opportunities, and promote from within the company. MKD Electric is seeking an experienced Senior Service Desk Support Technician. This role is responsible for providing advanced technical support, ensuring high service quality, and assisting with the implementation and improvement of IS-related processes and systems. The ideal candidate will have strong troubleshooting skills, a deep understanding of end-user support technologies, and the ability to work effectively across departments. Responsibilities: · Provide ongoing support to keep the ticket backlog down and support enterprise end users. · Support Microsoft 365 Enterprise Applications. · Monitor and manage support ticket queues to ensure SLAs are met. · Provide Tier 2 and Tier 3 technical support for hardware, software, network, and system issues. · Lead troubleshooting efforts for complex incidents and service requests, ensuring timely resolution. · Act as an escalation point for junior technicians and provide guidance and mentoring. · Collaborate with infrastructure and application teams to resolve persistent technical issues. · Contribute to the development and maintenance of knowledge base articles, documentation, and standard operating procedures. · Assist in the rollout of new hardware, software, and system upgrades. · Participate in the development and enforcement of ITIL-based service management practices. · Conduct root cause analysis for recurring issues and recommend preventative measures. · Support IS asset management and inventory tracking processes. The requirements for this job are: Education & Experience: · Associate or bachelor’s degree in information technology