Senior Service Desk Technician

A nonprofit services organization in New York City is currently seeking an experienced IT professional to join their staff as their new Senior Service Desk Technician. In this role, the Senior Service Desk Technician will be responsible for providing support to end-users globally as well as handling escalations from tier 1 tear 2 support.

• Incident response, including, monitoring, investigation, project implementation, and basic operational support
• Providing resolution of potential and actual service problems
• Supervising the prioritization of tickets, queue management, and scheduling & resource planning as per Service Desk Manager
• Assisting in the development, monitoring, and enforcement of knowledgebase that outline how problems are identified, documented, assigned and corrected
• Document Service Desk activities, including: identifying problem areas; documenting resolutions; and, devising & delivering solutions
• Mentoring and overseeing less experienced team members; participating in performance reviews
• Performing other duties, as needed

• 2+ years of experience in a Help Desk and/or Desktop Support position
• Bachelor's Degree
• A+ certification and Network+ (CompTIA) certification
• Ability to interact with various levels of employees throughout the organization, VIP support included
• Ability to relay technical information to non-technical business units
• Solid assessment, and documentation skills
• Great interpersonal skills
• Excellent communication skills (written and verbal)
• Strong attention to detail
• Highly organized