Job summary
Job post source
This job is from a recruiting firm hiring for a separate company.
Job overview
The Senior Service Desk Support Technician role involves providing advanced IT support and serving as an escalation point within the regional IT support team, focusing on SLA adherence and incident resolution.
Responsibilities and impact
The technician will resolve complex issues escalated from Level 1, monitor ticket queues for SLA compliance, conduct trend analysis, support major incidents, 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 Microsoft 365 and Windows OS knowledge, troubleshooting skills, experience with IT ticketing systems, and ITIL Foundation certification or willingness to obtain it.
Career development
There is a path toward growth into a Service Desk Lead position, indicating opportunities for advancement within the IT support team.
Company information
Connection is a company with a Technical Staffing division that facilitates IT staffing solutions, indicating a focus on contract and contract-to-hire roles.
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 based near the Columbus, OH area, with some on-call responsibilities for after-hours escalations.
Unique job features
The role includes responsibilities such as SLA monitoring, incident trend analysis, process improvement initiatives, and mentorship, distinguishing it from typical support roles.
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 emphasize at least 3 years of progressive Service Desk or Desktop Support experience, highlighting your expertise with Microsoft 365, Windows OS, and enterprise desktop environments as required for the Senior Service Desk Support Technician role at Connection.
Focus on showcasing your troubleshooting skills across hardware, software, and networking issues, as well as your experience with IT ticketing systems like ServiceNow or Freshservice, since these are critical for handling escalations and SLA compliance.
Apply through multiple channels including Connection's official careers page and LinkedIn to maximize your application's visibility and ensure you don’t miss any openings or updates related to this remote Columbus, OH area position.
Connect with current Connection employees in the Technical Staffing or IT support divisions on LinkedIn; initiate conversations by complimenting recent company initiatives or asking about their experience with the escalation process and team dynamics to break the ice.
Optimize your resume for ATS by incorporating specific keywords from the job description such as 'Level 2 escalation,' 'SLA adherence,' 'ITIL Foundation,' 'ticketing systems,' and 'process improvements' to ensure it passes automated screenings effectively.
Use Jennie Johnson's Power Apply feature to automate applying through multiple platforms, tailor your resume for ATS optimization, and identify relevant LinkedIn contacts to network with, allowing you to focus more on preparing for interviews and skill enhancement.
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