Senior Service Desk Technician

We are seeking a proactive and highly skilled Services Desk Technician to oversee the health and performance of our organizational technology. In this role, you will manage the full lifecycle of hardware and peripherals-from deployment to repair-while playing a key part in implementing new software solutions. As a technical anchor for the team, you will provide "white-glove" support to end-users and executives, mentor junior staff, and offer specialized expertise to cross-functional IT initiatives to ensure a seamless digital environment.

In This Role You Will..

• Perform analysis, diagnosis, and resolution of complex computer problems, and provide best-in-class customer support for end-users. Recommend and implement corrective solutions for end-users in person, and remote support for off-site users as needed. Provide executive support for the Krakow office and other offices.
• Install, configure, test, maintain, monitor, and troubleshoot end user and computer hardware and peripheral devices.
• Communicate and multi-task across departments and technologies, while maintaining an appropriate level of professionalism and aligned goals.
• Utilise corporate ticketing systems to document and track incidents, requests, user interactions, and detailed hardware/software asset management.
• Support Microsoft and Apple operating systems and related software; and proprietary software as needed.
• Participates in IT special projects which may include testing and Implementation of new software and tools, IT infrastructure "smart-hands" assistance, technical guidance for other departments.
• Provides mentorship and training for new members of the IT team.
• Help management design, improve, document, and implement IT processes.

You've got what it takes if you have...

• 3+ years applicable experience and demonstrated success/knowledge.
• Executive white-glove support experience
• Microsoft Entra / Azure AD and on-prem AD domains experience
• Microsoft Intune, JAMF, SCCM, Autopilot, JAMF Zero Touch experience
• Windows 10, 11, MacOS provisioning and troubleshooting experience
• Okta identity, MFA, IAM experience
• ServiceNow, Jira experience
• Crowdstrike, Defender for Endpoint, DLP, web filtering experience
• Onboarding / offboarding experience
• Ability to complete and maintain basic work and project records.
• Ability to work as part of a team.
• Ability to identify and seek needed information/research skills.
• Excellent written and oral communication skills.
• Advanced technical problem-solving skills.