Senior Service Desk Tech

Are you ready to take your technical expertise to the next level? As a Senior Service Desk Technician, you'll be the go-to problem-solver, tackling complex technical challenges that others can't crack. Not only will you be the hero who gets end users back on track, but you'll also mentor and guide junior technicians, shaping the future of our support team. Your hands-on approach will ensure smooth problem resolution, and you'll be at the forefront of our technology evolution, managing cutting-edge software and hardware rollouts and upgrades. If you're driven by innovation and eager to lead, this role is your next big step!

Started in 2000, Magnolia River Services, Inc. (Magnolia River) is a national provider of technology enabled professional and field services to major utilities in the gas, electric and water markets. Magnolia River has grown from a family-owned regional business with roots in the southeast to more than 1000 employees with operations in over 40 states. We’re focused on providing our clients, the very best consulting, engineering, inspection, and GIS, services the industry has to offer. We specialize in integrating technology into our services that save our clients time and money.

*This is an on-site position in our Hartselle, AL office.  There will be occasional travel to our out of state offices as needed. *

Duties and Responsibilities:

• Day to day service request
• Plan and implement new hardware and software rollouts and upgrades
• Resolve complex technical issues that are escalated from other service desk technicians
• Create and manage active directory and Office 365 accounts
• Mentor and train new service desk technicians
• Assist with new employee in processing classes
• Assist with preparing hardware for new employees or laptop/mobile device refreshes
• Assist with creation and maintenance of service desk policies and procedures
• Create and maintain service desk instructions for technicians

Knowledge, Skills, and Abilities:

• Knowledge of computer applications and functions including, but not limited to, Microsoft Word, Excel, and Outlook.
  • Ability to troubleshoot complex technical issues.
  • Exceptional communication skills.
  • Knowledge of service desk operations.
  • Able to diagnose PC hardware/software problems and document solutions.
  • Excellent customer service skills.
  • Ability to perform in a detail-oriented environment with a high level of accuracy.
  • Ability to perform assigned responsibilities with minimal to moderate supervision.
  • Ability to organize, prioritize, and perform multiple work assignments simultaneously.
  • Ability to work in a team environment.
  • Ability to establish and maintain effective working relationships.

Education and Experience:

• Bachelor's degree in Computer Information Systems from an accredited educational institution; or an equivalent in education and experience.
• Active Directory, Office 365, Mobile Device Management, Virtual desktop experience is preferred.
• Operating system, Server, and Networking certifications are preferred.

Physical Demands:

Duties are performed in an office environment. 

• Must be able to remain in a stationary position at least 50% of the time.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery
• The person in this position frequently communicates with co-workers and clients. Must be able to exchange accurate information.

Disclaimer:

• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time
• This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned
• This job description is subject to change at any time.