Long-Term Contract
MUST reside in the Houston area.
ONSITE in SPRING, TEXAS
HYBRID REMOTE - 3 Days on-site
NOT ENTRY LEVEL
SUMMARY:
The Senior Service Desk Technician serves as the primary technical escalation point for the Service Desk and plays a critical role in increasing the technical capabilities of the support team. This position is responsible for providing advanced troubleshooting assistance, mentoring Level 1 analysts, identifying recurring technical issues, developing sustainable solutions, and reducing unnecessary escalations to second-level support teams.
The ideal candidate combines strong technical expertise with leadership, coaching, process improvement, and IT Service Management (ITSM) experience. This individual will analyze incident and request trends, develop knowledge resources, establish support best practices, and drive continuous improvement initiatives that enhance service quality and customer satisfaction.
KEY RESPONSIBILITIES:
Technical Leadership & Escalation Management
- Serve as the primary technical resource and escalation point for Level 1 Service Desk Analysts.
- Provide hands-on troubleshooting support for complex incidents, service requests, and technology issues.
- Function as Tier 2 support for issues that cannot be resolved by front-line analysts.
- Collaborate with infrastructure, application, security, and engineering teams when additional escalation is required.
Service Desk Enablement & Team Development
- Deliver technical workshops, knowledge-sharing sessions, and onboarding support for new analysts.
- Assist leadership in evaluating team technical competencies and identifying development opportunities.
Knowledge Management
- Create, maintain, and improve technical knowledge base articles, troubleshooting guides, standard operating procedures, and support documentation.
- Ensure knowledge articles remain current, accurate, and aligned with organizational technologies and policies.
- Develop reusable troubleshooting content to improve agent self-sufficiency and resolution effectiveness.
Process Improvement & Governance
- Assist in establishing operational standards, governance, and compliance around Service Desk processes.
- Evaluate current workflows and recommend improvements to increase efficiency and service quality.
- Support adherence to ITIL best practices and ITSM standards.
IT Service Management (ITIL)
- Support Incident Management processes to ensure timely restoration of services.
- Manage and fulfill Service Requests in accordance with established SLAs.
- Support Knowledge Management initiatives through creation and maintenance of support content.
REQUIRED TECHNICAL SKILLS:
Endpoint & Operating Systems
- Windows 11 Enterprise administration and troubleshooting
- Dell laptop and desktop hardware support
- BitLocker Endpoint Encryption
- Microsoft Defender
- Device imaging, deployment, and lifecycle management
Microsoft Technologies
- Microsoft 365 Administration and Support
- Microsoft Teams
- Microsoft Outlook
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft SharePoint
- Azure Active Directory (Entra ID)
- Power BI
Endpoint & Device Management
- Microsoft Intune
- Mobile Device Management (MDM)
- Endpoint configuration and compliance policies
- Endpoint security administration
Identity, Security & Access Management
- Azure Active Directory / Entra ID
- Beyond Trust Privileged Access Management
- CyberArk / Ivanti Endpoint Manager
- User provisioning and access management
- Multi-factor authentication technologies
Virtualization & Remote Access
- Citrix Virtual Desktop environments
- Global Protect VPN
- Remote support and troubleshooting tools
Service Management Platforms
- Ivanti ITSM
- Ticket lifecycle management
- Service catalog administration
- Knowledge management systems
- Configuration Management Database (CMDB)
Application Support
- Third-party application troubleshooting
- Software deployment and configuration
- Application compatibility and performance analysis
REQUIRED QUALIFICATIONS:
- Bachelor’s degree in information technology, Computer Science, or equivalent work experience.
- 5+ years of Service Desk, Desktop Support, or End User Support experience.
- 2+ years supporting enterprise environments with Microsoft technologies.
- Demonstrated experience serving as a technical escalation point for support teams.
- Strong analytical and problem-solving skills.
- Experience mentoring, coaching, or training technical support personnel.
- Experience working within ITIL-based service management environments.
- Strong written and verbal communication skills.
PREFERRED QUALIFICATIONS:
- ITIL Foundation Certification or higher.
- Microsoft 365 Certified certifications.
- Experience with enterprise support organizations supporting 1,000+ users.
- Experience developing reporting and analytics (Power BI preferred).
- Experience creating support governance frameworks and process documentation.
KEY COMPETANCIES:
- Advanced troubleshooting and diagnostics
- Leadership and mentoring
- Customer service excellence
- Knowledge management
- Root cause analysis
- Process improvement
- ITIL service management
- Technical documentation
- Cross-functional collaboration
- Strategic thinking
- Continuous improvement mindset
- Communication and presentation skills
SUCCESS MEASURES:
The Senior Service Desk Technician will be measured on:
- Reduction in Tier 2 and Tier 3 escalations
- Improvement in First Contact Resolution (FCR)
- Reduction in Mean Time to Resolution (MTTR)
- Knowledge article creation and adoption
- Team technical skill development and training effectiveness
- Incident trend reduction through problem management initiatives
- Customer satisfaction (CSAT) performance
- SLA compliance
- Process improvement implementation and governance effectiveness
This position serves as the technical backbone of the Service Desk operation, ensuring analysts are equipped to resolve issues at the lowest support tier possible while continuously improving the organization's technical support capabilities.
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Staffing Company - Operating Systems Inc. (OSI)
OSI provides technical services on either a project basis, long-term support basis or permanent basis for midsize to Fortune 500 companies located in the Houston area. Since 1989, we have placed employees in all levels of support and services ranging from entry-level technicians to high-level application programmers.
OSI offers a compensation package including:
- Compensation: OSI consistently pays a higher percentage of gross billing rate than its competitors; in most cases up to 75% of the client's billing rate
- Medical Insurance: Company paid medical insurance; optional coverage available for spouse and children
- Long term Disability
- 401K
- Workers Compensation Insurance
For more information on OSI, please visit our website at www.osihouston.com.
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Job Types: Full-time, Contract
Pay: $30.00 - $40.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Application Question(s):
- Are you located in the Houston area?
Experience:
- Citrix Virtual Desktop: 5 years (Preferred)
- technical escalation point for support teams: 3 years (Preferred)
- training technical support personnel: 3 years (Preferred)
- ITIL-based service management environment: 5 years (Preferred)
- Service Desk: 5 years (Preferred)
- Microsoft 365: 5 years (Preferred)
- Windows11 Enterprise: 3 years (Preferred)
- Device imaging, deployment and lifecycle management: 5 years (Preferred)
- BitLocker Endpoint Encryption: 5 years (Preferred)
- Active Directory: 5 years (Preferred)
Work Location: In person
