Senior Service Desk Technician

This role delivers technical support to employees across enterprise platforms like Active Directory, Entra ID, Microsoft 365, and Intune. Key responsibilities include troubleshooting and resolving advanced issues related to identity management, endpoint security, network connectivity, and applications, all while following SLAs and established escalation procedures. The position also involves addressing hardware and software problems, installing and supporting printers, computers, servers, VOIP phones, and mobile devices. Additional duties include maintaining technical documentation and troubleshooting guides, ensuring clear communication, and handling escalated customer concerns with professionalism.