Sr. Service Desk Support Technician - REMOTE Cincinnati area

Connection has a fantastic opportunity through our Technical Staffing division for a Senior Desktop Support Technician II. This is remote opportunity near the Cincinnati, 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.

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.

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.