The Senior Service Desk Technician role at Next7 IT provides advanced on-demand support across software, hardware, and infrastructure, with emphasis on root-cause analysis and process improvements to enhance service delivery.
Responsibilities
- Resolve a broad range of technical issues on the service desk as an experienced team member.
- Interact directly with customers via phone and email to address inquiries and provide guidance.
- Manage customer expectations and deliver timely, effective communications throughout ticket lifecycles.
- Configure, maintain, and troubleshoot computer systems, hardware, and software components.
- Provide remote support to end users to resolve issues efficiently.
- Triages and assigns alerts to the most appropriate resource on the team.
- Escalate only when escalation is required for professional services outside the service desk scope.
- Identify root causes to prevent recurring problems and drive lasting improvements.
- Propose and discuss recommendations for process improvements during weekly meetings.
- Regularly reprioritize tasks to focus on the highest priority items at all times.
- Adhere to documented start and end-of-day routines to maintain consistency.
- Document time and actions with thorough notes in the ticketing and time management system.
- Follow and update written procedures; create new procedures when gaps are identified.
- Diligently document work to ensure traceability and knowledge transfer.
- Meet key performance indicators to ensure customer satisfaction and operational efficiency.
Qualifications
Education and experience: Technical degree or relevant bachelor's degree; minimum of 5 years of experience.
- Gather issue information and formulate an effective resolution plan.
- Manage and regularly update all tickets assigned to you.
- Demonstrate curiosity and strong troubleshooting skills; pursue root-cause analysis and explore multiple angles to reach solutions, including independent problem solving.
- Focus on delivering the highest quality customer experience.
- Work independently or in teams, manage a full schedule, and seek new tasks with minimal oversight.
- Respect customer productivity and minimize disruption from tasks.
- Prioritize and manage a dynamic workload while maintaining order.
- Exhibit strong interpersonal communication skills, both oral and written.
- Display meticulous attention to detail and reliable follow-through.
- Act as an ongoing learner, staying current with new and existing technologies.
- Apply a strong work ethic, sense of urgency, and enthusiasm in daily delivery.
Technologies
- Windows, macOS, Unix/Linux
- Active Directory, Azure Active Directory
- Microsoft 365, Intune, Entra ID
- DNS, DHCP, RAID
- Routers, VLANs, SSL VPN, IPsec VPNs
- Group Policy, Azure, AWS
- Office 365, SMTP, RDP
- Data backup software and hardware
Compensation
Salary: USD 70,000 - 90,000 per year.
Location and Hours
Location: Cranberry Township, PA 16066 (onsite).
Typical schedule: 8:00 am to 5:00 pm, Monday through Friday, based in the Cranberry office. Occasional visits to customer locations may be required. This is not a remote position.
On-call coverage: After-hours support is provided on a rotating, week-long basis. If the office becomes unavailable, remote work is possible to maintain operations.
Benefits
- Competitive salary with growth potential.
- Retirement plan with a 4% match.
- Profit sharing.
- Financial incentives for building automation and AI-based solutions to common issues.
- Vacation and sick time, paid holidays.
- 100% paid premium healthcare plan for you.
- Paid certifications and training materials.
- Additional benefits such as cell phone plan support, gym memberships, and other healthy lifestyle incentives.
What is a Senior Service Desk Consultant / Help Desk Technician?
Senior service desk professionals address inquiries across line-of-business software, endpoint hardware, and infrastructure. As a senior resource, you handle more complex technician issues using extensive experience, contributing to a service desk that can function autonomously. The role emphasizes careful documentation, strict adherence to procedures, and high-quality customer interactions, with a focus on resolving issues efficiently while maintaining a broad technical perspective.
The position supports the efficiency and capability of the service delivery team and requires attention to detail, solid customer service skills, and the ability to manage multiple tasks with focus and accuracy.
Application Questions
- In your own words, explain how you would troubleshoot with a user who calls in and says their screen is blank, but they know their machine is on.
- In your own words, define and describe how DHCP works.
- In your own words, define and describe how DNS works.
- What experience with Microsoft Azure do you have? Be detailed.
- What experience do you have with Intune and Entra ID? Be detailed.
- What experience do you have with managing firewalls? What activities have you performed within a firewall? Describe the base setup and day-to-day administrative tasks you've been involved with.
- Describe how you would configure a switch port to accommodate a non-VLAN-aware device and a VLAN-aware device, on the same switch port.
- What is the most challenging and rewarding project or issue that you've worked on? We love stories.
