Senior Service Desk Technician

Emagine IT, Inc.

Senior Service Desk Technician providing advanced troubleshooting and white-glove support in IT operations. Working on-site to maintain SLA parity with federal government clients and manage incident coordination.

Posted 7/21/2026full-timeNew York City • New York • 🇺🇸 United StatesSenior💰 $54,000 - $105,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in advanced troubleshooting and Tier III support, with a strong focus on Microsoft 365 and endpoint management. Proven ability to provide high-level support to VIP and executive users while adhering to ITSM processes and maintaining Service Desk SLAs.

Highest-signal resume keywords

Microsoft 365 SupportAdvanced TroubleshootingServiceNow ITSMEndpoint ManagementActive Directory Operations

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Advanced Endpoint TroubleshootingDeskside SupportDevice SetupBreak/Fix SupportAccount Access ManagementPassword ResetMFA TriageLAN Connectivity TroubleshootingKnowledge-Base Article CreationUser Onboarding/Offboarding

Soft Skills

DiscretionProactive Follow-ThroughCustomer Service Orientation

Tools & Technologies

ServiceNowMicrosoft 365BeyondTrust (Bomgar)ZscalerNACAzure ADEntra IDOkta

Certifications & Qualifications

Associate's or Bachelor's Degree in ITTier 4 (High Risk Public Trust) Background Investigation

Industry Keywords

VIP SupportExecutive SupportService Desk SLAsIncident CoordinationITSM Processes

Tech Stack

Tools & technologies

AzureiOSITSMServiceNow

About the role

Key responsibilities & impact

Serve as the on-site senior technical presence, providing advanced troubleshooting and Tier III coordination for issues beyond standard Tier I/II scope.
Deliver white-glove VIP and executive support, including conference-room A/V support, rapid response, discretion, and proactive follow-through, adhering to ServiceNow ticketing requirements.
Provide escort and incident coordination as authorized and coordinate with facilities/security for on-site access and after-hours needs.
Perform deskside support: break/fix, device setup, peripherals support, and hands-on troubleshooting that cannot be completed remotely; maintain local stock of standard peripherals and coordinate swap devices.
Support LAN closet access coordination for basic connectivity troubleshooting in collaboration with Network Operations.
Provide Microsoft 365 support (Outlook/Exchange Online, Teams, OneDrive, SharePoint), endpoint troubleshooting (Windows/iOS), and remote-access support.
Perform account access, password reset, and MFA triage in coordination with IAM (Azure AD/Entra ID + Okta) and Zero Trust/Conditional Access procedures; validate user identity before account actions.
Meet Service Desk SLAs with complete, accurate ServiceNow ticket documentation and user-confirmed closure.
Support user onboarding/offboarding, Major Incident response, and knowledge-base article creation to drive first-contact resolution and shift-left.

Requirements

What you’ll need

Associate's or Bachelor's degree in IT or a related field, or equivalent technical experience/certifications.
Four (4)+ years of senior desktop/service-desk or deskside support, including advanced endpoint and Microsoft 365 troubleshooting; experience supporting VIP/executive users.
Skills approaching a junior system administrator - Active Directory/Entra ID account operations, endpoint management, and cross-domain coordination with network and infrastructure teams.
ServiceNow ITSM; Microsoft 365; BeyondTrust (Bomgar) remote support; familiarity with Zscaler, NAC, and Conditional Access from an end-user support perspective.
Ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation (Service Desk personnel, all tiers). U.S. citizenship is required for this project by the client.

Benefits

Comp & perks

medical, dental, and vision insurance
a 401(k) with company match
paid time off and holidays
professional development and certification support