Job summary
Job post source
This job is from a recruiting firm hiring for a separate company.
Job overview
The Sr. Service Desk Support Technician role is a senior-level IT support position focused on resolving complex technical issues and ensuring high-quality service delivery within the company’s IT support team.
Responsibilities and impact
The technician will serve as the primary escalation point for Level 1 support, monitor SLA compliance, conduct ticket reviews, support major incident responses, drive process improvements, participate in on-call rotations, and mentor junior staff.
Compensation and benefits
The position offers an hourly wage between $34.00 and $35.00 with benefits available under a contract-to-hire model.
Experience and skills
Candidates need at least 3 years of service desk or desktop support experience, strong knowledge of Microsoft 365, Windows OS, and enterprise environments, troubleshooting skills, experience with IT ticketing systems, and ITIL Foundation certification or willingness to obtain it; preferred qualifications include experience with remote user support and endpoint management tools.
Career development
There is a clear growth path toward a Service Desk Lead position, indicating opportunities for leadership development and career advancement.
Work environment and culture
The role emphasizes a proactive, process-oriented, and dependable work style with mentorship responsibilities, suggesting a collaborative and supportive team environment.
Company information
Connection is a technical staffing firm facilitating this opportunity through its Technical Staffing division, implying the role is for a client company rather than Connection itself.
Team overview
The candidate will join a regional IT support team working across multiple time zones, collaborating with Desktop Engineers, ITSM Developers, and other stakeholders.
Job location and travel
This is a remote position for candidates located near the Cleveland, OH area, with participation in on-call rotations for after-hours support.
Unique job features
The job features a contract-to-hire model with a focus on SLA adherence, incident resolution, continuous process improvement, and mentorship opportunities.
Company overview
Connection is a Fortune 1000 Global Solutions Provider specializing in connecting people with technology to enhance growth, elevate productivity, and empower innovation. The company generates revenue by offering a wide range of IT solutions and services, including technical staffing, technology services, and infrastructure management. With annual revenue of $2.8 billion and a workforce of 4,010 employees, Connection has established itself as a significant player in the tech industry. The company is also known for its strong presence in Nashville, Tennessee, where it actively recruits for various technical positions.
How to land this job
Tailor your resume to highlight your experience in service desk or desktop support roles, emphasizing your troubleshooting skills with Microsoft 365, Windows OS, and enterprise desktop environments.
Showcase your familiarity with IT ticketing systems like Freshservice or ServiceNow, and your ability to handle escalations and SLA compliance, which are critical for this Senior Service Desk Support Technician position at Connection.
Apply through multiple channels including Connection's official career page and LinkedIn to maximize your application visibility and reach.
Connect with current employees in Connection's Technical Staffing or IT support teams on LinkedIn; start conversations with ice breakers such as asking about their experience with the remote work setup or inquiring about the team's approach to incident management and process improvement.
Optimize your resume for ATS by incorporating keywords from the job description such as 'Level 2 support,' 'incident resolution,' 'ITIL Foundation,' 'Microsoft 365,' 'ticketing systems,' and 'process improvement' to ensure it passes automated screenings.
Use Jennie Johnson's Power Apply feature to automate applying through multiple sites, tailor your resume with the right keywords, and identify relevant LinkedIn contacts to network with, saving you valuable time during your job search.
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