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Groff NetWorks · 3 weeks ago

Senior Technician - Service Desk

Troy, NY

Full-time

Onsite

Senior Level

$65K/yr - $80K/yr

5+ years exp

Groff NetWorks is a leading IT service provider dedicated to delivering comprehensive and secure technology solutions. The Level 3 Service Desk Technician is responsible for resolving client issues, managing workflow, and providing training to other technicians, ensuring high-quality service and continuous improvement.

Information TechnologyIT InfrastructureSecuritySoftware

Responsibilities

Resolve escalated Service Desk tickets

Manage Service Desk workflow and serving as point of contact for Service Desk

Teach escalated ticket resolution strategies and methodologies to Service Desk technicians

Prevent service failures by prioritizing quick close tickets, including unassigned

Identify continuous improvement trends in tickets and proposing solution

Review and update documentation

Qualification

IT Service Desk experienceOffice365/SharePoint troubleshootingActive Directory ManagementCustomer service experienceBackup Disaster Recovery familiarityOffice Business ApplicationsProject management experienceDocumentation skills

Required

Bachelor's degree in a computer science discipline or an equivalent combination of education, certification, and work experience

5 - 7 years of IT Service Desk or similar experience progressively responsible project management or leadership experience in an IT environment, or an equivalent combination of education, certification, and work experience

Flexibility in time commitment and role / project assignment

Commitment to contributing to a mission-driven organization

Experience proving IT reassurance in a fast-paced environment

Customer service experience both over the phone and in person

A valid driver's license and reliable transportation