Senior IT Service Desk Specialist

Job Description

The Senior IT Service Desk Specialist handles advanced technical support and leadership within the IT Service Desk team. This role involves troubleshooting complex issues, mentoring junior staff, and ensuring an elevated level of customer satisfaction. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a commitment to continuous improvement.

ESSENTIAL FUNCTIONS:    

• Provide advanced technical support to end-users, resolving complex issues related to hardware, software, and network connectivity.
• Serve as an escalation point for junior service desk staff, offering guidance and expertise on challenging technical problems.
• Monitor and manage service desk ticketing system and dashboards, ensuring prompt resolution of incidents and service requests. Validate data through manual sampling for roll-up and review with Manager
• Conduct root cause analysis for recurring issues and implement effective solutions to prevent future occurrences. This will include coordinating with other business and technology teams to manage successful elimination of those pain points.
• Collaborate with other teams to complete projects in progress. Provides project scope to IT SD Manager and discusses opportunities for IT SD to participate and provide support.
• Participate in developing and maintaining knowledge base articles and standard operating procedure documents resulting in consistency across the team when triaging and resolving issues, when fulfilling service requests, or escalating issues.
• Train and mentor junior service desk staff, promoting a continuous learning and professional development environment.
• Ensure compliance with company policies, industry regulations, and best practices.
• Respond to escalations and urgent requests, including ASAP user system access terminations.
• Leverage remote system control tools to troubleshooting and resolve end user technical issues;
• Resolves IT support issues as part of the IT Service Desk team, responding to daily operational support issues via ServiceNow tickets, phone calls, or chat channels (e.g. MS Teams);
• Demonstrates professionalism by proactively managing tasks, setting milestones and deadlines, taking notes without prompting, and escalating issues if deadlines are at risk. Follows up on needed information or actions from others and escalates timely to ensure business outcomes are met;
• Recommends IT best practices and hardware and software care and maintenance to end users.

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

MINIMUM REQUIRED QUALIFICATIONS:   

• Five (5) years of experience in an IT Service Desk or technical support role, with at least 2 years in a senior or lead position.
• Strong knowledge of common business technology systems: Windows and Mac operating systems, Microsoft Office suite (Word, Excel, PowerPoint), Microsoft Teams, Zoom, basic Active Directory user and groups administration.

• Experience with IT service management (ITSM) tools and ticketing systems (e.g. ServiceNow).
• Excellent documentation and notetaking skills.
• Excellent personal organization skills and ability to set deadlines, track progress, and meet deadlines.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Proven ability to work independently and as part of a team without direct supervision.
• Familiarity with following audit and compliance processes.
• Ability to travel approximately 5% of the time.
• Ability to clear a required background check.

Certificates and Licenses: None required. Any general IT certifications would be preferred.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This is a home-based position

Compensation & Benefits: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level.  Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections.  Offers will typically be in the bottom half of the range.

• We anticipate the salary range to be $66,379.50- $170,037.60. The upper end of this range is not likely to be offered, as an individual’s compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Eligible employees may receive a bonus. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. 

Job Type

Regular

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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