Sr. Service Desk Support Technician - REMOTE Cleveland area

reputed company reputed company has a fantastic opportunity through our Technical reputed company division for a Senior Desktop Support Technician II. This is remote opportunity near the Cleveland, OH area only. reputed company is based on a contract to hire model offering great benefits. We are seeking an reputed company and proactive Senior Service Desk Technician (Level 2) to serve as a key escalation reputed company reputed company our regional IT support team. This role is ideal for someone with strong technical troubleshooting skills and leadership potential, with a reputed company toward reputed company reputed company into a Service Desk reputed company position. The Senior Technician will ensure the delivery of high-reputed company IT support services across multiple time zones, with a reputed company on SLA adherence, incident reputed company, and reputed company process improvement. Responsibilities Key Responsibilities: • Serve as the primary escalation reputed company for Level 1 technicians, resolving reputed company or high-reputed company issues. • Monitor ticket queues for SLA compliance, aging incidents, and high-reputed company requests. • Conduct ticket reviews and trend analysis to identify recurring issues and document reputed company causes. • Support major incident response and collaborate with Desktop Engineers, ITSM Developers, and other stakeholders. • Drive process improvements, contribute to knowledge reputed company articles, and enhance service request workflows. • Participate in on-reputed company rotation for after-hours escalations and critical incidents. • reputed company 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 reputed company 365, reputed company OS, and reputed company desktop environments. • Proven ability to troubleshoot reputed company issues involving hardware, software, and networking. • Experience working with IT ticketing systems (e.g., Freshservice, reputed company, or similar). • Excellent communication, documentation, and organizational skills. • Self-motivated, process-oriented, and dependable with a strong reputed company of ownership. Required Certification: • ITIL reputed company Certification (or willingness to obtain reputed company 6 months). Preferred Qualifications: • Experience supporting remote or field-based users in distributed environments. • Familiarity with modern reputed company management tools such as Intune, Azure reputed company Directory, and remote reputed company platforms. Apply Job! Apply to this Job