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.