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 acting as an escalation point within the regional IT support team, contributing to SLA adherence and process improvements.
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 and is based on a contract to hire model with great benefits.
Experience and skills
Candidates need at least 3 years of service desk or desktop support experience, strong knowledge of Microsoft 365 and Windows OS, troubleshooting skills, experience with IT ticketing systems, and ITIL Foundation Certification or willingness to obtain it. Preferred skills include supporting remote users and familiarity with endpoint management tools like Intune and Azure AD.
Career development
There is a path for growth into a Service Desk Lead position, indicating opportunities for leadership development.
Company information
Connection is a technical staffing company facilitating this contract to hire opportunity near Cincinnati, OH.
Team overview
The role is part of a regional IT support team working across multiple time zones with collaboration among Desktop Engineers and ITSM Developers.
Job location and travel
This is a remote position restricted to candidates near the Cincinnati, OH area.
Unique job features
The job features on-call rotation for after-hours escalations and a focus on continuous process improvement and knowledge base contributions.
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
Position your resume to highlight at least three years of progressive experience in Service Desk or Desktop Support roles, emphasizing your troubleshooting skills with Microsoft 365, Windows OS, and enterprise desktop environments.
Focus on showcasing your ability to handle escalations, monitor SLA compliance, and improve IT support processes, as well as any experience mentoring or leading junior technicians, which aligns with the leadership growth path at Connection.
Apply through multiple channels including Connection's corporate careers page, LinkedIn job postings, and any reputable job boards listing this role to maximize your application visibility.
Connect on LinkedIn with current employees in Connection's Technical Staffing or IT support divisions; use ice breakers like commenting on their recent posts about IT service improvements or asking about the team culture and expectations for the Senior Service Desk Support Technician role.
Optimize your resume for ATS by incorporating keywords from the job description such as 'Level 2 escalation,' 'ITIL Foundation,' 'ticketing systems like Freshservice or ServiceNow,' 'SLA compliance,' and 'endpoint management tools like Intune and Azure AD' to ensure it passes initial screenings.
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