Senior IT Service Desk Technician

Position Description:

The Senior IT Service Desk Technician provides second-level technical support to end-users while assisting with the maintenance, monitoring, and administration of servers, network infrastructure, and endpoint systems. This role works under the direction of senior IT staff to support day-to-day operations and reports directly to the IT Director.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Serve as a point of escalation for second-level technical support, troubleshooting hardware and software issues for end-users both remotely and in-person.
2. Log, track, and resolve help desk tickets ensuring timely follow-up and resolution.
3. Works with senior IT staff on complex technical issues, maintaining clear communication throughout the process.
4. Performs server maintenance by patching, optimizing resources and monitoring server performance and uptime.
5. Assist with the setup, configuration, and deployment of computers, printers, mobile devices, and related peripherals.
6. Basic networking support including Starlink and basic network devices.
7. Perform other related duties as assigned by the IT Director.

Competencies:

1. Excellent communication and interpersonal skills with a customer-focused attitude.
2. Strong organizational skills and attention to detail
3. Written communication skills
4. Analytical and problem-solving skills
5. Time management skills
6. Ability to multitask and prioritize in a fast-paced environment.

Physical Demands:

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 40 pounds.

This role may require overnight, out of state travel, including multi-day trips.

Required Education, Experience, Certification and Licenses:

1. High school diploma or equivalent required; associate degree or technical certification in IT preferred.
2. Familiarity with Windows operating systems, Microsoft 365 and Azure, and basic network troubleshooting.
3. Experience with help desk ticketing systems is preferred but not required.
4. Experience with Windows and Linux Server software at an administrator level is required.
5. Experience with ConnectWise Automate and ScreenConnect software is preferred.

Allied Power provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Allied Power complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. At Allied Power, we are committed to transparency and employee well-being. We offer a comprehensive benefits package that includes competitive salaries, health insurance plans (medical, dental, and vision), generous paid time off, and a retirement savings plan with company matching. Additionally, we provide life insurance, disability coverage, employee assistance programs, wellness initiatives, and opportunities for continuous learning and development. Please note that paid time off (PTO) is available for eligible positions.