New

Sr. Service Desk Technician

Connection
United States, California, San Jose
Sep 17, 2025
Sr. Service Desk Technician Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation. San Jose, CA CONNECTION At Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. Back in 1982, we started out with two employees and a phone line. Today, Connection is a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose. We’d love for you to join us and make your mark on the future of technology. https://www.connection.com/ keywords: position summary,support,performance,problem solving,education & experience,proficiency,skills Full Time $35.00/Hr. - $40.00/Hr. Overview: Senior Service Desk Technician Location: San Jose, CA Schedule: On-site, Monday–Friday, 8:00 AM – 5:00 PM Compensation: $35–40/hr. (contract); $40/hr. once permanent Type: Contract-to-Hire (potential conversion after 6+ months) Our client is seeking a Senior Service Desk Technician to deliver high-quality, ITIL-aligned support across hardware, software, and enterprise services. This role goes beyond core service desk duties, requiring increased independence, technical depth, and efficiency. The Senior Technician acts as a role model for best practices in ticket handling, documentation, SLA adherence, and knowledge sharing, while mentoring junior team members. Responsibilities: Provide advanced first-level support for hardware, software, and IT services across corporate offices and field teams. Troubleshoot issues involving Windows 11, macOS, printers, mobile devices, and network connectivity. Fulfill service requests such as new hire setups, account provisioning, and peripheral deployments. Record, categorize, and prioritize tickets using ITIL-based Incident and Request Management practices. Ensure timely resolution of tickets in compliance with defined SLAs. Document resolution steps and contribute to internal knowledge base improvements. Escalate issues appropriately for L2/engineering support when necessary. Participate in the after-hours support rotation. Mentor and provide knowledge-sharing support to junior service desk staff. Entity of type com.vizirecruiter.common.domain.model.Label with id: 450 Requirements: Experience: 3–5+ years in IT Service Desk or Desktop Support roles. Proficiency in Microsoft 365, Windows 11, macOS, iOS, Active Directory, and Intune. Strong working knowledge of computer systems, peripherals, printers, and mobile devices. Experience with ITSM platforms (Freshservice or similar) and SLA-driven ticket management. Understanding of ITIL processes (Incident, Request, Change, and Knowledge Management). Excellent analytical, troubleshooting, communication, and documentation skills. Ability to work independently, demonstrate initiative, and deliver high-quality service. Education: High School Diploma or GED required; Associate’s or Bachelor’s in IT/Computer Science preferred. Certifications: ITIL Foundation strongly encouraged; CompTIA A+, Network+, or Microsoft certifications a plus.