Sr. Service Desk Support Technician - REMOTE Cleveland area

PC Connection

  • Cleveland, OH
  • $34.00 per hour
  • Permanent
  • Full-time
  • 1 month ago
OverviewConnection has a fantastic opportunity through our Technical Staffing division for a Senior Desktop Support Technician II. This is remote opportunity near the Cleveland, OH area only. The opportunity is based on a contract to hire model offering great benefits.We are seeking an experienced and proactive Senior Service Desk Technician (Level 2) to serve as a key escalation point within our regional IT support team. This role is ideal for someone with strong technical troubleshooting skills and leadership potential, with a path toward future growth into a Service Desk Lead position. The Senior Technician will ensure the delivery of high-quality IT support services across multiple time zones, with a focus on SLA adherence, incident resolution, and continuous process improvement.ResponsibilitiesKey Responsibilities:
  • Serve as the primary escalation point for Level 1 technicians, resolving complex or high-impact issues.
  • Monitor ticket queues for SLA compliance, aging incidents, and high-priority requests.
  • Conduct ticket reviews and trend analysis to identify recurring issues and document root causes.
  • Support major incident response and collaborate with Desktop Engineers, ITSM Developers, and other stakeholders.
  • Drive process improvements, contribute to knowledge base articles, and enhance service request workflows.
  • Participate in on-call rotation for after-hours escalations and critical incidents.
  • Provide mentorship to Level 1 staff, offering guidance on troubleshooting techniques and documentation best practices.
MinUSD $34.00/Hr.MaxUSD $35.00/Hr.QualificationsRequired Skills & Experience:
  • Minimum of 3 years in a Service Desk or Desktop Support role with increasing responsibility.
  • Strong knowledge of Microsoft 365, Windows OS, and enterprise desktop environments.
  • Proven ability to troubleshoot complex issues involving hardware, software, and networking.
  • Experience working with IT ticketing systems (e.g., Freshservice, ServiceNow, or similar).
  • Excellent communication, documentation, and organizational skills.
  • Self-motivated, process-oriented, and dependable with a strong sense of ownership.
Required Certification:
  • ITIL Foundation Certification (or willingness to obtain within 6 months).
Preferred Qualifications:
  • Experience supporting remote or field-based users in distributed environments.
  • Familiarity with modern endpoint management tools such as Intune, Azure Active Directory, and remote access platforms.

PC Connection