Sr. Service Desk Support Technician - REMOTE Cleveland area

Overview Connection 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. Responsibilities Key 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. Min USD $34.00/Hr. Max USD $35.00/Hr. Qualifications Required 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. Apply Job! Apply to this Job