Senior Service Desk Technician

Senior Service Desk Technician

Heredia, Costa Rica

Senior Service Desk Technician

Supports and maintains organizational computer systems and peripherals. This includes deploying, repairing, maintaining, and upgrading all organizational computer hardware as well participates on the implementation of new software and tools.

Will effectively provide first-hand support to end-users and executives in identifying and resolving technical issues, also provides mentorship to junior members of the IT team and specialized technical assistance to other IT verticals.

Duties & Responsibilities

Perform analysis, diagnosis, and resolution of complex computer problems, and provide best-in-class customer support for end-users. Recommend and implement corrective solutions for end-users in person, and remote support for off-site users as needed. Provide executive support.

Install, configure, test, maintain, monitor, and troubleshoot end user and computer hardware and peripheral devices.

Communicate and multi-task across departments and technologies, while maintaining an appropriate level of professionalism and aligned goals.

Utilize corporate ticketing system to document and track incidents, requests, user interactions, and detailed hardware/software asset management.

Support Microsoft and Apple operating systems and related software; and proprietary software as needed.

Participates in IT special projects which may include testing and Implementation of new software and tools, IT infrastructure “smart-hands” assistance, technical guidance for other departments.

Assists corporate engineering and network team in being hands-on support for basic server and network equipment tasks. Comfortable doing basic cabling and on-hands work in an IDF in a rack mount system or server room.

Provides mentorship and training for new members of the IT team.

Help management design, improve, document, and implement IT processes.

Knowledge, Skills & Abilities

• Executive white-glove support experience
• Microsoft Entra / Azure AD and on-prem AD domains experience
• Microsoft Intune, JAMF, SCCM, Autopilot, JAMF Zero Touch experience
• Windows 10, 11, MacOS provisioning and troubleshooting experience
• Okta identity, MFA, IAM experience
• ServiceNow, Jira experience
• Crowdstrike, Defender for Endpoint, DLP, web filtering experience
• Onboarding / offboarding experience
• Ability to complete and maintain basic work and project records.
• Ability to work as part of a team.
• Ability to identify and seek needed information/research skills.
• Excellent written and oral communication skills.
• Advanced technical problem solving skills.

Qualification

5+ years applicable experience and demonstrated success/knowledge.

High school diploma.

Bachelor’s degree and or relevant technical certifications preferred.