Sr. ServiceDesk Technician

Job Title: Sr. IT Service Desk Analyst

Job Location: Orlando, FL

Job Type: Permanent

Requirements

Responsibilities:

• Deliver Tier1, Tier 2 and Tier 3 technical support for IT service desk operations.
• Administer and manage Microsoft Intune for device management and security compliance.
• Oversee Microsoft 365 and Exchange Administration, including mailbox setup, troubleshooting, and user management.
• Configure, image, and deploy laptops, desktops, and mobile devices for end-users.
• Maintain and administer the company’s ITSM application, ensuring alignment with ITIL best practices.
• Provide remote support using Dameware or similar tools to assist users across multiple locations.
• Support and maintain Windows Server environments, including Active Directory and Group Policy.
• Troubleshoot and resolve hardware and software issues for laptops, desktops, printers, and other peripherals.
• Act as a key resource in IT projects, such as system upgrades, migrations, and process improvement initiatives.
• Collaborate with IT leadership to ensure IT services meet business needs.
• Maintain detailed documentation of technical issues, resolutions, and procedures.
• Ensure compliance with organizational security policies and procedures.
• Other duties and tasks as assigned.

Knowledge, Ability And Skills

• Expertise with Dameware or similar remote support tools.
• Proven experience providing support for multi-site environments.
• Proven ability to manage and administer ITSM applications effectively, including CMDB, IT asset management, change management processes and professional service desk support protocols.
• Solid understanding of ITIL processes and frameworks.
• Strong analytical and troubleshooting skills with a meticulous attention to detail.
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple priorities in a dynamic environment.

Minimum Previous Experience/qualification

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience will be considered.
• Industry certifications such as Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A , or equivalent are required.
• 5 years of IT support experience in a help desk or service desk environment including proven expertise in computer imaging, configuration, and deployment.
• 5 Years strong knowledge of Windows Server administration, including Active Director, AZURE M365 and Group Policy. Windows Server 2019 administration certification preferred.
• 3 years hands-on experience with Microsoft Intune administration for endpoint management. Formal training and certification preferred.
• 3 years proven proficiency in Microsoft 365 and Exchange Administration. Proven formal training as well as hands-on expertise. Certification preferred.
• 3 years’ experience with networking, network protocols and troubleshooting.
• 3 years’ experience with AZURE cloud-based technologies and security practices.
• 3 years proven proficiency and experience in documentation of IT processes, workflows and KPI’s