Senior Service Desk Engineer

About the Company

Davis Technology Management is a successful technology company in the IT staffing, Technology Consulting and IT Managed Services sector. Our focus is crafting technical and staffing solutions that empower businesses and foster growth.

Responsibilities

• Provide Tier II and Tier III support across multiple client environments
• Troubleshoot hardware, software, access, and system issues
• Support Windows, Microsoft 365, Active Directory / Entra ID, VPN, and endpoint management tools
• Manage user accounts, permissions, and device configurations
• Resolve tickets within defined service levels and perform root cause analysis
• Follow Incident, Request, and Escalation Management processes
• Act as an escalation point for complex or high-priority issues
• Mentor junior service desk engineers and assist with onboarding
• Contribute to documentation and knowledge base articles

Requirements

• 7+ years of IT support or service desk experience
• Experience supporting enterprise environments
• Strong troubleshooting skills across endpoints, identity, and cloud platforms
• Experience working in SLA-driven support environments
• Strong communication and customer service skills
• Ability to work independently and take ownership

Preferred Qualifications

• Experience working in ITIL-based environments
• Experience in managed services environments
• ITIL Foundation certification
• Microsoft Certifications
• CompTIA A+, Network+, or Security+