What are the responsibilities and job description for the Senior Service Desk Support Technician position at MKD Electric?
Looking for more than just a job? MKD Electric offers careers. Rewarding careers at that! We provide excellent benefits, training, educational opportunities, and promote from within the company.
MKD Electric is seeking an experienced Senior Service Desk Support Technician.
This role is responsible for providing advanced technical support, ensuring high service quality, and assisting with the implementation and improvement of IS-related processes and systems. The ideal candidate will have strong troubleshooting skills, a deep understanding of end-user support technologies, and the ability to work effectively across departments.
Responsibilities
MKD employees are the company’s greatest assets. To ensure employees are living life to the fullest we offer a wide range of benefits to ensure a well-balanced and healthy lifestyle in the office and at home. From mental well-being, physical health, and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting all of the moments that matter. Along with flexible vacation, and parental leave, we prioritize initiatives that support the growth, development, and happiness of our people.
MKD Electric is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. MKD Electric also prohibits harassment of applicants or employees based upon any of these protected categories.
Please note this job description a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
MKD Electric is seeking an experienced Senior Service Desk Support Technician.
This role is responsible for providing advanced technical support, ensuring high service quality, and assisting with the implementation and improvement of IS-related processes and systems. The ideal candidate will have strong troubleshooting skills, a deep understanding of end-user support technologies, and the ability to work effectively across departments.
Responsibilities
- Provide ongoing support to keep the ticket backlog down and support enterprise end users.
- Support Microsoft 365 Enterprise Applications.
- Monitor and manage support ticket queues to ensure SLAs are met.
- Provide Tier 2 and Tier 3 technical support for hardware, software, network, and system issues.
- Lead troubleshooting efforts for complex incidents and service requests, ensuring timely resolution.
- Act as an escalation point for junior technicians and provide guidance and mentoring.
- Collaborate with infrastructure and application teams to resolve persistent technical issues.
- Contribute to the development and maintenance of knowledge base articles, documentation, and standard operating procedures.
- Assist in the rollout of new hardware, software, and system upgrades.
- Participate in the development and enforcement of ITIL-based service management practices.
- Conduct root cause analysis for recurring issues and recommend preventative measures.
- Support IS asset management and inventory tracking processes.
- Education & Experience:
- Associate or bachelor’s degree in information technology, computer science, or related field (or equivalent experience).
- 5 years of experience in a service desk or technical support role, with at least 2 years in a senior or lead capacity.
- Required certification: CompTIA A .
- Strong knowledge of Windows operating systems.
- Proficiency in Microsoft 365, Active Directory, Exchange, and common enterprise tools.
- Familiarity with remote support tools (e.g., TeamViewer, LogMeIn, SCCM, NinjaOne).
- Basic networking knowledge (TCP/IP, DNS, VPN, Wi-Fi troubleshooting).
- Experience with ITSM platforms (e.g., ServiceDesk Plus).
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to manage priorities in a fast-paced environment.
- Team player with a customer-first mindset
MKD employees are the company’s greatest assets. To ensure employees are living life to the fullest we offer a wide range of benefits to ensure a well-balanced and healthy lifestyle in the office and at home. From mental well-being, physical health, and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting all of the moments that matter. Along with flexible vacation, and parental leave, we prioritize initiatives that support the growth, development, and happiness of our people.
- Eligibility to Medical, Dental, and Vision benefits and 401K with company match
- Access to opportunities to expand your skill set and share your knowledge with others across the organization
- Company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career growth & development
MKD Electric is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. MKD Electric also prohibits harassment of applicants or employees based upon any of these protected categories.
Please note this job description a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.