Senior Service Desk Technician

Senior Service Desk Technician role onsite in Tallassee, AL, delivering enterprise level support across identity, device management, and collaboration platforms for Neptune Technology Group Inc.

Responsibilities

• Provide frontline technical assistance to staff for identity and device services across Active Directory, Entra ID, Microsoft 365, and Intune.
• Troubleshoot and resolve complex problems in identity management, endpoint security, network access, and application functionality, adhering to SLAs and escalation guidelines. Address priority tickets, document actions, and communicate status to stakeholders.
• Diagnose and fix hardware and software issues, including installation and support for printers, desktops/servers, VOIP phones, and mobile devices.
• Maintain up-to-date technical documentation and troubleshooting guides, communicate clearly, and handle escalated inquiries professionally.
• Respond promptly to operational, software, and hardware tickets, following established SLAs. Track ticket lifecycles, update customers, and ensure timely resolution within defined timeframes.
• Investigate and resolve intricate hardware and software problems, using research and industry best practices to determine effective solutions. Leverage available resources and vendor documentation to verify fixes.
• Handle printer and computer hardware/software issues, and coordinate procurement, staging, and installation of new computers, peripherals, mobile devices, and printers as needed.
• Provide thorough support for desk phones and mobile devices, covering configuration, diagnostics, repair, and replacement of VOIP phones and related equipment.
• Perform basic network troubleshooting and repairs, including Ethernet cabling and terminations, collaborating with the Network Administrator on wired and wireless issues.
• Monitor, manage, and configure LAN and WAN devices to sustain optimal network performance.
• Oversee backup systems and procedures, recommend improvements, implement changes, and perform data restores as needed.
• Available to work outside standard hours when required, including on-call support during outages or critical incidents.
• Able to lift up to 50 pounds unassisted.

Requirements

• Bachelor's degree in MIS, Computer Science, or a related field (or international equivalent).
• At least 5 years of relevant experience.
• Occasional overnight travel up to 10% of the time.

Technologies

• Active Directory
• Entra ID
• Microsoft 365
• Intune

Location

Tallassee, AL (onsite)