IT Service Desk Technician

Key Responsibilities

1. Critical Incident Resolution

• * Act as the final point of escalation for complex incidents escalated from Level 1 and Level 2 support.
• * Perform in-depth technical troubleshooting and root cause analysis on multifaceted issues affecting enterprise systems, applications, and endpoints.
• * Coordinate with network, systems, and security teams to resolve enterprise-impacting issues and restore services quickly.
• * Participate in major incident response bridges, providing subject matter expertise to minimize downtime.

2. Proactive Issue Management and Process Improvement

• * Conduct trend and root cause analyses to identify recurring incidents and recommend long-term preventive measures.
• * Lead continuous improvement efforts in ITSM processes (Incident, Problem, Change, and Knowledge Management).
• * Develop and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
• * Drive automation and scripting initiatives to reduce repetitive work and improve resolution times.

3. Collaboration and Cross-Functional Leadership

• * Serve as the primary liaison between the Service Desk and engineering, infrastructure, and application teams.
• * Partner with vendors to resolve escalated hardware and software issues and ensure adherence to service-level expectations.
• * Represent the IT Service Desk during Change Advisory Board (CAB) meetings, advocating for user experience and operational readiness.
• * Provide project support for new technology rollouts, enterprise migrations, and major software deployments (as required).

4. Mentorship and Knowledge Sharing

• * Coach and mentor Level 1 and Level 2 technicians, sharing technical expertise and troubleshooting best practices.
• * Support training initiatives, ensuring that junior staff develop skills necessary for future advancement.
• * Assist in onboarding new Service Desk personnel, including process familiarization and knowledge transfer.

5. Audit, Reporting, and Compliance

• * Lead the gathering of records and supporting materials for internal and external IT audits.
• * Ensure compliance with corporate IT and security policies, maintaining documentation accuracy and process adherence.
• * Produce detailed post-incident reports and metrics dashboards to inform leadership decision-making.

Required Skills and Competencies

• Advanced Technical Expertise.
• Deep understanding of Windows, macOS, mobile device operating systems, and working knowledge of Ubuntu/Linux workstations.
• Strong knowledge of Active Directory, Azure AD, Exchange Online, O365 administration, Intune, device management platforms (Workspace ONE JAMF), Apple Business Manager, Winmagic/BitLocker, DUO and Okta MFA.
• Proficiency in network diagnostics (DNS, DHCP, VPN, TCP/IP), virtualization technologies, and remote management tools.
• Experience with enterprise ITSM tools (e.g., ServiceNow, Ivanti, Remedy).
• Familiarity with scripting languages such as PowerShell, Python, or Bash for automation.
• Analytical and Problem-Solving Skills:
• Strong ability to perform complex root cause analysis and develop sustainable solutions under pressure.
• Success in reducing incident recurrence through data-driven process improvements.
• Communication and Collaboration:
• Excellent verbal and written communication skills to convey technical information clearly to both technical and non-technical audiences.
• Skilled in drafting technical documentation, knowledge base content, and incident reports.
• Leadership and Mentorship:
• Proven ability to lead by example and guide junior technicians through complex troubleshooting processes.
• Experience in fostering collaboration across geographically distributed teams.
• Customer Service Focus:
• Demonstrated commitment to providing an exceptional user experience through active listening, empathy, and clear communication.
• Capable of handling difficult interactions professionally and constructively.
• Project and Change Management:
• Strong organizational skills with the ability to manage multiple high-priority projects simultaneously.
• Experience participating in CAB meetings and understanding of ITIL-aligned change management practices.
• Active Listening & Empathy: Ensuring users feel heard and understood throughout the support process.
• Clear Communication: Translating technical concepts into user-friendly language.
• Time Management: Prioritizing incidents and requests efficiently while meeting SLAs.
• Adaptability: Remaining flexible amid changing priorities, systems, and environments.
• Positive Attitude: Promoting a culture of collaboration, respect, and accountability within the team.

Education and Certifications Required:

• * Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
• * ITIL Foundation Certification (minimum).
• * CompTIA A+ Certification - Core 1 and Core 2

Preferred:

• * ITIL Intermediate or Managing Professional certification.
• * Microsoft Certified: Modern Desktop Administrator Associate or equivalent.
• * CompTIA Network+, Security+, or equivalent advanced certifications.
• * Experience with ISO 27001 or SOC 2 environments
• * Minimum 5-7 years of experience in IT support, with at least 2 years in a senior technician, engineer, or escalation role.
• * Demonstrated experience resolving complex enterprise-level incidents and contributing to IT process improvement initiatives.
• * Consistency, Responsiveness, Accountability, Urgency
• * Integrity, accountability, and a continuous improvement mindset.
• * Ability to perform under pressure while maintaining professionalism.
• * Commitment to teamwork, inclusion, and user satisfaction.

Salary Range: $90-$100k

The BlueHalo, an AV company pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Determination of official compensation or salary relies on several factors including, but not limited to, level of position, job responsibilities, geographic location, scope of relevant work experience, educational background, certifications, contract-specific affordability, organizational requirements, alignment with local internal equity as well as alignment with market data.

Our compensation package also includes components designed to support employees' total well-being, which should be considered when evaluating our competitive benefits package. These benefits include health insurance, life insurance, disability, company holiday and paid time off, parental leave, 401(k) company match and contributions, professional development/training reimbursements, and other work/life programs.