What are the responsibilities and job description for the Senior Service Desk Specialist - HYBRID position at Sierra Solutions Group?

Job Summary

We are looking for a Senior Service Desk Specialist who will be responsible for providing computer and network support to our client's users and will install, configure, maintain, test, and resolve Information Technology issues for desktop and laptop computers, mobile devices, software, printers, and associated hardware. This individual provides user assistance with desktop, remote, and mobile access and will monitor, track, assign, and complete incoming requests utilizing the IT Service Desk work order system Cherwell and ServiceNow, providing computer hardware, software, and network support while determining priorities and analyzing technology trends. This individual provides technical support for local and remote meetings, including the setup of laptops, projectors, video conference cameras, other hardware and software installation, and coordination of network access. Additionally, this individual provides remote after-hours support via PagerDuty as part of an on-call rotation.

Primary Responsibilities

Provide advanced technical support to end-users via phone, email, and in-person.
Troubleshoot and resolve complex hardware, software, and network issues.
Manage and prioritize service desk tickets to ensure timely resolution.
Collaborate with other IT teams to escalate and resolve critical incidents.
Maintain and update documentation for IT processes and procedures.
Train and mentor junior service desk staff.
Monitor and analyze service desk performance metrics to identify areas for improvement.
Participate in IT projects and initiatives as needed.

Education and Experience

Bachelor's degree required, preferably in information technology or related field.

A minimum of 3 - 4 years recent demonstrated hands-on computer Service desk experience or an equivalent combination of technical education, certification, and experience.

Proficiency in supporting and diagnosing technical issues with computer hardware, mobile devices, local area networks, network printing, and related software, including Microsoft Windows 11, Microsoft Office 365, LogMeIn Rescue, Cisco AnyConnect VPN, virtual meeting platforms including Zoom and Teams, Cisco Jabber, Active Directory, and Salesforce.

Ability to manage and deploy images and applications to all user devices through Microsoft SCCM.

Ability to maintain equipment and Service Desk supply inventories in compliance with team procedures to ensure continued services, including researching Service Desk purchases, providing budget support, and minimizing the risk of loss or theft of equipment and supplies.

Ability to create, support, and maintain an up-to-date knowledge management system containing procedures, guidelines, documentation, and support articles for the Cherwell self-service portal.

Excellent oral, written, and interpersonal communication skills.

Excellent analytical and technical problem-solving ability, with attention to detail and accuracy.

Ability to work independently on multiple assignments, following each through to closure.

Ability to work as part of a highly motivated and effective team.

Ability to stay current and maintain expertise with technology advances in personal computer hardware and software via seminars, literature, and formal training.

Ability to be on-call as part of an after-hours on-call support rotation providing remote support via PagerDuty app.

Can provide technical support at off-site meetings.

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Senior Service Desk Specialist - HYBRID

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