Senior Service Desk Technician

Job Description

The Senior Service Desk Technician is the desk's technical escalation point and its most experienced hands-on technician. This role resolves problems escalated from other team members, finds the root cause of recurring issues, and builds and maintains the key Service Desk systems, processes, and procedures. Key processes include: imaging and task sequences, building and maintaining configuration items, developing and maintaining provisioning scripts and supporting the integrations between the systems the Service Desk supports. The Senior works alongside the Associate technicians on the full range of desk work, including the queue management and on call rotations, and represents the desk for change management, problem management and projects with key technology and business stakeholders.\n
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\nThe Senior title reflects experience and the depth of technical knowledge that comes with it. Seniors mentor Associate technicians, keep the Service Desk’s documentation and standards current, and are trusted to try new approaches and own them through to completion.\n
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\nE-470 runs a Microsoft centered environment: Windows laptops and desktops managed with Configuration Manager and Intune, Microsoft 365 with hybrid Active Directory and Microsoft Entra ID, iPhones and iPads managed through Apple Business Manager and Intune, Dell hardware, managed print, Microsoft Teams based meeting rooms, and a contact center partner working on remote desktop. The Service Desk supports staff at headquarters and at field and operations sites, works Colorado Open Records Act (CORA) obligations, and is actively modernizing its processes, documentation and tooling.\n
Advanced Support and Escalation\n

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• Resolve complex incidents and requests escalated by Associate technicians, including workstation, endpoint, identity, application, mobile device and network connectivity issues.

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• Perform root cause analysis on recurring incidents, open and work problem tickets, and ensure permanent fixes are implemented.

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• Act as an escalation resource during major incidents and outages, including contact center platform issues, and keep stakeholders informed.

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• Work directly with vendors on warranty and problem cases, such as hardware and docking station issues, and collect the data they require.

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Endpoint Engineering and Administration\n

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• Build and maintain Windows images and task sequences in Configuration Manager and deploy applications and configuration items through Configuration Manager and Intune.

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• Administer Active Directory and Microsoft Entra ID objects, security and distribution groups, dynamic distribution lists, and the provisioning scripts and templates the Service Desk uses to onboard users.

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• Manage Apple mobile devices through Apple Business Manager and Intune, including enrollment, remote wipe and release at decommission.

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• Support endpoint security controls such as application allowlisting, VPN clients, disk encryption and local administrator password management in coordination with Information Security.

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• Write and maintain PowerShell scripts and reports, for example device inventories, group usage reports, and cleanup tasks.

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• Own the management and maintenance of company supported service accounts and integrations.

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Service Management\n

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• Participate in incident, request, problem, change and knowledge management, including filing change tickets for Service Desk work and representing the team at a weekly Change Advisory Board.

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• Track service level performance and identify trends, problem candidates and process gaps from ticket data.

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• Maintain the device commission, decommission, and donation process, as well as the asset inventory and configuration data the Service Desk depends on, and support audits such as PCI DSS, SOC 2 and others, with accurate records.

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• Participate in the weekly queue manager rotation and the after hours on call rotation.

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Technical Leadership and Mentoring\n

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• Mentor associate technicians with troubleshooting methods, documentation standards, and E-470's environment.

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• Serve as the subject matter expert for assigned technologies and support processes.

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• Review escalated tickets for completeness and coach on ticket quality.

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• Lead the Service Desk's technical evaluations and pilots, such as new devices, meeting room technology and ITSM tooling, and give the Service Desk Manager an informed recommendation.

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• Contribute to the Service Desk handbook and training for new technicians.

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Documentation and Knowledge Management\n

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• Keep procedures, runbooks and knowledge articles in Confluence accurate and current.

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• Document fixes and root causes.

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• Contribute to user-facing guidance, such as user guides and Service Desk communication.

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Experience\n

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• 3 or more years of IT support experience, including time as an escalation point for complex technical issues.

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• Experience supporting an enterprise Microsoft environment: Active Directory, Microsoft Entra ID, Microsoft 365, Intune and Configuration Manager.

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• Experience with imaging, application deployment, and scripting in a managed endpoint environment.

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Technical Skills\n

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• Windows 10 and Windows 11; Microsoft 365; Microsoft Entra ID; Active Directory (users, groups, Group Policy basics).

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• Microsoft Intune, Configuration Manager (task sequences, application deployment, configuration items) and Windows Autopilot.

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• Apple Business Manager and iOS device management through Intune.

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• PowerShell scripting and automation.

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• Endpoint security tooling: application allowlisting, VPN, BitLocker, local administrator password management.

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• Networking fundamentals and troubleshooting (DNS, DHCP, VLANs, Wi-Fi, VPN).

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• Meeting room and video platforms (Microsoft Teams Rooms, Zoom Rooms, interop services) preferred.

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• Remote desktop and profile container platforms used by contact centers preferred.[JB1]

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• Virtualization and cloud services fundamentals preferred.

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Certifications (preferred but not required)\n

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• ITSM, HDI Support Center Analyst or Desktop Support Technician, Microsoft Endpoint Administrator (MD-102), or CompTIA A+, Network+ or Security+

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• Associate's or Bachelor's degree in Information Technology or a related field, or equivalent experience.

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Compensation details: 65000-90000 Yearly Salary

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