Sr Service Desk Technician II

Job Description

Connection has a fantastic opportunity through our Technical Staffing division for a Senior Desktop Support Technician II. This is remote opportunity near the Columbus, OH area. The opportunity is based on a contract to hire model offering great benefits.

We are seeking an experienced and proactive Senior Service Desk Technician (Level 2) to serve as a key escalation point within our regional IT support team. This role is ideal for someone with strong technical troubleshooting skills and leadership potential, with a path toward future growth into a Service Desk Lead position. The Senior Technician will ensure the delivery of high-quality IT support services across multiple time zones, with a focus on SLA adherence, incident resolution, and continuous process improvement.

Key Responsibilities:

Serve as the primary escalation point for Level 1 technicians, resolving complex or high-impact issues.

Monitor ticket queues for SLA compliance, aging incidents, and high-priority requests.

Conduct ticket reviews and trend analysis to identify recurring issues and document root causes.

Support major incident response and collaborate with Desktop Engineers, ITSM Developers, and other stakeholders.

Drive process improvements, contribute to knowledge base articles, and enhance service request workflows.

Participate in on-call rotation for after-hours escalations and critical incidents.

Provide mentorship to Level 1 staff, offering guidance on troubleshooting techniques and documentation best practices.

Required Skills & Experience:

Minimum of 3 years in a Service Desk or Desktop Support role with increasing responsibility.

Strong knowledge of Microsoft 365, Windows OS, and enterprise desktop environments.

Proven ability to troubleshoot complex issues involving hardware, software, and networking.

Experience working with IT ticketing systems (e.g., Freshservice, ServiceNow, or similar).

Excellent communication, documentation, and organizational skills.

Self-motivated, process-oriented, and dependable with a strong sense of ownership.

Required Certification:

ITIL Foundation Certification (or willingness to obtain within 6 months).

Preferred Qualifications:

Experience supporting remote or field-based users in distributed environments.

Familiarity with modern endpoint management tools such as Intune, Azure Active Directory, and remote access platforms.

Full-time

Fully remote