Senior Technician - Service Desk

About Us

Groff NetWorks is a leading IT service provider dedicated to delivering comprehensive and secure technology solutions. Our mission is to empower businesses with reliable IT support, ensuring seamless operations and robust cybersecurity. With a commitment to excellence and integrity, we strive to build long-lasting partnerships with our clients, fostering innovation and trust in every interaction.

The Opportunity

Our client-facing Level 3 Service Desk Technician's primary responsibility is resolving client issues with a sense of urgency and ownership. You'll instill trust with your responsiveness, reliability, and exceptional troubleshooting skills. Your ability to truly solve problems smartly will make you a perfect fit for our growing Service Desk team.

What You'll Do

• Resolve escalated Service Desk tickets
• Manage Service Desk workflow and serving as point of contact for Service Desk
• Teach escalated ticket resolution strategies and methodologies to Service Desk technicians
• Prevent service failures by prioritizing quick close tickets, including unassigned
• Identify continuous improvement trends in tickets and proposing solution
• Review and update documentation
  
  

What You'll Bring

Required Qualifications:

• Bachelor's degree in a computer science discipline or an equivalent combination of education, certification, and work experience
• 5 - 7 years of IT Service Desk or similar experience progressively responsible project management or leadership experience in an IT environment, or an equivalent combination of education, certification, and work experience
• Flexibility in time commitment and role / project assignment
• Commitment to contributing to a mission-driven organization
• Experience proving IT reassurance in a fast-paced environment
• Customer service experience both over the phone and in person
• A valid driver's license and reliable transportation
  
  

Preferred Qualifications

• Office365/SharePoint account management and troubleshooting
• Active Directory Management and familiarity with User Groups and Group Policy
• Office Business Application experience
• Familiarity with Backup Disaster Recovery and file restoration
  
  

Why You'll Love Working Here

At Groff NetWorks, our philosophy is simple: Serve others first -- our clients, our team, and our community.

We're a humble, accountable, and growth-minded team that values collaboration, innovation, and fun (sometimes alongside our office dogs!).

Awards And Recognition

• 2024 Best Places to Work Award Recipient
• #1 Rated IT Team in Upstate NY
• Top 25 Managed Service Providers Worldwide
• Recognized for Rapid Growth & Service Excellence
  
  

What We Offer

• Competitive salary
• Professional development and ongoing training opportunities
• Supportive, inclusive, and collaborative culture
• Opportunities for advancement within a growing organization
  
  

Join Us

Ready to grow your career and make a measurable impact with an award-winning IT provider?

Apply now to join Groff NetWorks as an Outside Sales Representative and help shape the future of client success.

Groff NetWorks is an Equal Opportunity Employer.

We celebrate diversity and individuality and are committed to creating an inclusive workplace for all.