IT Service Desk Technician II

Overview 

SageSure is seeking a motivated and experienced IT Service Desk Technician II to resolve support requests and deliver exceptional customer service. This position demands a unique blend of technical proficiency, discretion, and interpersonal skills to address the specific and often complex IT needs of senior leadership. Success in this position requires a strong commitment to owning all aspects of technology, particularly at the office of our CEO. You will work in the office from 8 am – 5 pm, Monday – Friday, with the flexibility to handle on-call support outside regular hours. Join our fast-paced team, where you’ll support a diverse and high-performing customer base.

What you’ll be doing:  

• Ensuring immediate and efficient high-priority technical support to the office of our CEO
• Provide immediate, high-priority technical support to executives, ensuring minimal downtime and optimal performance of all personal computing devices and software applications
• Develop and execute personalized training sessions for executives on new technologies, software, and IT policies, enhancing their technical proficiency and ensuring compliance
• Troubleshoot and resolve complex network connectivity issues specifically for the OCEO ensuring consistent access to corporate resources
• Plan and execute discrete IT projects and upgrades specifically for the executive team, ensuring minimal disruption to their workflow
• Conveying complex technical issues in an accessible manner to non-technical executives is crucial
• Anticipate the technological needs and preferences of executives, ensuring their digital tools and environments are always optimized for performance, security, and ease of use
• Address software malfunctions, network connectivity problems, and hardware failures both in person and remotely
• Install, configure, maintain, troubleshoot, and repair end-user, office, and conferencing hardware, software, and peripherals
• Analyze and resolve various computer problems related to hardware and software
• Assist in creating and maintaining technical and user documentation for systems, services, and processes
• Ensure proper deployment, management, and support of computers, peripherals, and mobile devices for the OCEO
• Contribute to short and long-term IT projects, offering opportunities for professional growth and development
• Uphold operational standards, collaborate with other teams to minimize service disruption, and communicate updates regularly with management
• Work closely with the IT team to deliver an exceptional end-user experience for executives, visitors & guests of the OCEO
• Work hours for this role may extend beyond the traditional 8-to-5, with flexibility required to address urgent issues that arise outside of standard office hours

We’re looking for someone who has:

• 5+ years of experience in an IT support environment 
• A blend of hands-on experience in IT troubleshooting, customer service skills, and familiarity with various operating systems and hardware
• Strong Microsoft Entra ID/Azure, Office 365, Windows, and Mac operating systems skills 
• Hands-on experience with Atlassian (Jira Service Desk Ticketing Systems)
• Strong scripting knowledge in PowerShell
• Proficient IT documentation skills and best practices
• Strong written and verbal communication skills 
• Previous experience in a demanding role with a high level of interaction with others, primarily with company executives and the IT team, necessitating strong communication skills and a calm demeanor.
• Ability to work at a fast pace, driven by the immediate needs of the executives and the critical nature of the systems supported

Highly preferred candidates will also have:

• CompTIA's A+ Certification
• ITIL Foundations
• CompTIA's Security + Certification 
• Microsoft Certified Desktop Support Technician 
• Microsoft MCSA