Lead/Senior Service Desk Technician
*US Citizens or GC holders
*On-site daily in Jersey City, NJ
The Senior Service Desk Technician plays a critical role in delivering advanced technical support for the organization. In addition to troubleshooting and resolving complex IT issues, this position involves mentoring and guiding junior analysts, acting as a knowledge resource for the team, and leading by example in areas such as customer service, incident management, and continuous improvement initiatives.
Key Responsibilities- Advanced Technical Support
- Troubleshoot and resolve complex hardware, software, and network-related issues.
- Serve as an escalation point for junior Service Desk Analysts, providing expert guidance and problem-solving.
- Actively contribute to maintaining and improving technical documentation, procedures, and knowledge base articles.
- Customer Service Excellence
- Demonstrate a high level of professionalism and empathy when engaging with end users.
- Ensure communication about issue status and resolutions is timely, clear, and customer-focused.
- Provide feedback to the team on best practices for handling difficult or complex customer situations.
- Reporting & Documentation
- Track and analyze service desk metrics (e.g., response times, resolution rates) to identify trends and opportunities for improvement.
- Assist in preparing regular reports on team performance and technical issues for management review.
- Maintain documentation on complex resolutions or system changes to facilitate knowledge transfer.
- Continuous Learning & Development
- Stay updated on emerging technologies, tools, and best practices in IT support.
- Share relevant insights and best practices with the team to foster collective growth.
Highly Desired Experiences & Skills- Team Lead or Supervisory Experience
- Demonstrated success in leading or mentoring teams, even if informally.
- Experience in scheduling, delegating tasks, and ensuring quality control for a service desk or technical support function.
- ITIL or Similar Framework Knowledge
- Familiarity with incident, problem, and change management processes.
- ITIL Foundation certification (or higher) is a strong plus.
- Technical Certifications
- Industry certifications such as CompTIA A+, Network+, Microsoft (MCSA/MCSE), Cisco (CCNA), or similar credentials.
- Proven track record of advanced troubleshooting in diverse environments (Windows, macOS, cloud platforms, etc.).
- ServiceNow or Other Ticketing Systems
- Hands-on experience configuring and troubleshooting popular ITSM (IT Service Management) platforms.
- Ability to generate reports, dashboards, and manage automation within ticketing systems.
- Strong Communication & Soft Skills
- Proven ability to communicate complex technical concepts to both technical and non-technical audiences.
- Adept at conflict resolution, active listening, and building rapport with users and team members.
- Project Involvement
- Involvement in process improvement or technology rollout projects.
- Experience coordinating resources, timelines, and deliverables within an IT support context.
Qualifications- Education: Associate or Bachelor’s degree in Information Technology or related field; or equivalent work experience.
- Experience: 3+ years of hands-on Service Desk or Help Desk experience with a focus on advanced troubleshooting. Prior leadership/mentoring experience is highly desired.
- Certifications: ITIL Foundation, CompTIA, Microsoft, or relevant vendor certifications are a plus.
- Technical Proficiency: Experience with desktop, laptop, and mobile hardware; operating systems (Windows, macOS); office productivity suites; network fundamentals; active directory account management; and remote support tools.
- Soft Skills: Excellent communication, organizational, and customer service skills. Strong ability to prioritize, multitask, and remain calm under pressure.
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Stone Search
STONE SEARCH is a boutique Technical and Executive Search firm specializing in the placement of seasoned professionals within the internetworking/intranetworking fields of technology. We focus on leading edge technology, from Financial Trading Systems to Multi-Site WAN Networking, from Identity and Access Management to Attack &Penetration Services.
Stone Search was founded in November, 2001 and is led by Michael Stone, formerly of The Gardner Group. After being in the technical recruitment business for eight years, Michael decided to take his extensive knowledge and contacts under his own "roof." The Stone Search team includes four recruiters experienced in the technology industry. Our collective experience ranges from former hardware engineers to sales and marketing and human resource trained professionals. We all share similar methods of recruiting and strong ethics. The team feels that there is nothing more important than representing each company like a trusted employee and each candidate like a colleague that we deal with everyday.
Specific technologies we have worked on include Router/Switch Networks, Operating Systems, Database, Data & Network Security, Identity Management, Business Continuity / Disaster Recovery, CRM, ERP, Data Warehousing, market data and Web technologies.
We do extensive Management and Executive Management search as well. In addition, we have expertise recruiting for the "Big 4" professional services firms as well as many similar organizations. We are able to locate road warriors willing to do 100% travel for these types of organizations.
1 to 9 employees
http://www.stone-search.com/