Job DescriptionSignature Aviation is a market leading global aviation services provider with over 220 locations and 6,000 employees worldwide. Eligible team members enjoy a wide array of benefits including health and welfare options, generous 401k match, paid time off, tuition assistance, and limitless opportunities for training and development.
As a Senior Service Desk Technician, you will play a critical role in providing technical expertise and support to end-users, serving as the primary escalation point for Level 1 & 2 Service Desk staff. Your responsibilities will include resolving complex issues, both remotely and in-person, related to end-user computing devices such as desktops, laptops, mobile devices, and peripherals. This role may require occasional site visits to provide hands-on assistance.
Job ResponsibilitiesEssential Duties and Responsibilities:
Escalation Support:
- Serve as the primary escalation point for Level 1 & 2 Service Desk staff, providing guidance and expertise on complex technical issues.
- Troubleshoot and resolve escalated incidents and service requests in a timely manner, ensuring minimal disruption to end-users.
Technical Expertise:
- Demonstrate advanced technical knowledge and proficiency in supporting end-user computing devices, including desktops, laptops, mobile devices (iOS, Android), printers, and other peripherals.
- Stay updated on emerging technologies and best practices in end-user support to enhance service delivery.
Remote and On-Site Support:
- Provide remote assistance to end-users via phone, email, chat, or remote desktop tools, diagnosing and resolving technical issues efficiently.
- Conduct on-site visits as needed to troubleshoot hardware or software problems that cannot be resolved remotely, ensuring timely resolution and minimal downtime.
Documentation and Knowledge Sharing:
- Document troubleshooting steps, resolutions, and configurations in the knowledge base for future reference and training purposes.
- Share knowledge and expertise with junior technicians and contribute to the continuous improvement of service desk processes and procedures.
Customer Service Excellence:
- Deliver high-quality customer service and support, demonstrating empathy, patience, and professionalism in all interactions with end-users.
- Communicate technical information clearly and effectively to non-technical users, ensuring understanding and satisfaction.
Job QualificationsMinimum Education and/or Experience:
- Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
- Proven experience (5-7 years) in a service desk or technical support role, with a focus on providing escalation support for Level 1 & 2 technicians.
Additional knowledge and skills:
- Strong technical knowledge and proficiency in troubleshooting Windows operating systems, Microsoft Office suite, and common productivity applications.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
An Equal Opportunity Employer, including Disability/Vets
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