What are the responsibilities and job description for the Sr Service Desk Technician position at Robert Half?
Job Details
Description
Our client is seeking a Senior Service Desk Technician to provide advanced technical support, mentor junior analysts, and ensure efficient incident management. This role focuses on customer service excellence, problem resolution, and continuous improvement within the IT environment.
Key Responsibilities:
Advanced Support - Troubleshoot complex IT issues related to hardware, software, and networks, serving as an escalation point. Maintain and improve documentation for support processes.
Customer Service - Engage professionally with end users, ensuring clear and timely communication on issue resolutions. Share best practices for handling complex cases.
Reporting & Documentation - Track service desk metrics, generate performance reports, and document resolutions for knowledge transfer and process optimization.
Continuous Learning - Stay updated on emerging technologies and share insights with the team to drive innovation and efficiency.
Requirements
Desired Experience & Skills:
Leadership & Mentorship - Experience mentoring, delegating tasks, and ensuring quality control in IT support operations.
ITIL & Process Management - Knowledge of incident, problem, and change management (ITIL certification preferred).
Technical Certifications - CompTIA A , Network , MCSA/MCSE, CCNA or similar credentials. Advanced troubleshooting in Windows, macOS, and cloud environments.
ITSM & Ticketing Systems - Proficiency in ServiceNow or similar platforms, including reporting and automation capabilities.
Communication & Soft Skills - Ability to explain complex IT concepts, resolve conflicts, and deliver excellent customer service.
Project Involvement - Experience participating in process improvements, system upgrades, and technology rollouts.
Qualifications:
Education - Associate or Bachelor's degree in IT or equivalent experience.
Experience - 3 years in Service Desk/Help Desk with advanced troubleshooting; leadership/mentoring experience preferred.
Certifications - ITIL, CompTIA, Microsoft, or vendor-specific credentials are a plus.
Technical Proficiency - Strong knowledge of hardware, operating systems (Windows/macOS), Office suites, Active Directory, networking, and remote support tools.
This role is perfect for an IT support professional looking to advance their career in a dynamic, fast-paced environment
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Our client is seeking a Senior Service Desk Technician to provide advanced technical support, mentor junior analysts, and ensure efficient incident management. This role focuses on customer service excellence, problem resolution, and continuous improvement within the IT environment.
Key Responsibilities:
Advanced Support - Troubleshoot complex IT issues related to hardware, software, and networks, serving as an escalation point. Maintain and improve documentation for support processes.
Customer Service - Engage professionally with end users, ensuring clear and timely communication on issue resolutions. Share best practices for handling complex cases.
Reporting & Documentation - Track service desk metrics, generate performance reports, and document resolutions for knowledge transfer and process optimization.
Continuous Learning - Stay updated on emerging technologies and share insights with the team to drive innovation and efficiency.
Requirements
Desired Experience & Skills:
Leadership & Mentorship - Experience mentoring, delegating tasks, and ensuring quality control in IT support operations.
ITIL & Process Management - Knowledge of incident, problem, and change management (ITIL certification preferred).
Technical Certifications - CompTIA A , Network , MCSA/MCSE, CCNA or similar credentials. Advanced troubleshooting in Windows, macOS, and cloud environments.
ITSM & Ticketing Systems - Proficiency in ServiceNow or similar platforms, including reporting and automation capabilities.
Communication & Soft Skills - Ability to explain complex IT concepts, resolve conflicts, and deliver excellent customer service.
Project Involvement - Experience participating in process improvements, system upgrades, and technology rollouts.
Qualifications:
Education - Associate or Bachelor's degree in IT or equivalent experience.
Experience - 3 years in Service Desk/Help Desk with advanced troubleshooting; leadership/mentoring experience preferred.
Certifications - ITIL, CompTIA, Microsoft, or vendor-specific credentials are a plus.
Technical Proficiency - Strong knowledge of hardware, operating systems (Windows/macOS), Office suites, Active Directory, networking, and remote support tools.
This role is perfect for an IT support professional looking to advance their career in a dynamic, fast-paced environment
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
