Senior Service Desk Engineer

Davis Technology Management LLC

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Service Desk Engineer at Davis Technology Management LLC, you will be instrumental in providing advanced technical support to our diverse enterprise clientele, acting as a cornerstone of our service desk operations. This pivotal role is designed for a seasoned IT professional who thrives on solving complex technical challenges and is eager to contribute to the continuous improvement of our support processes. You will serve as a primary technical escalation point, ensuring that our clients receive timely, effective, and high-quality resolutions to their IT issues. Your expertise will directly impact client satisfaction and the overall efficiency of our managed services delivery.
• In this capacity, you will be responsible for delivering Tier II and Tier III support across a multitude of client environments. This involves in-depth troubleshooting of hardware, software, access-related problems, and intricate system issues. Your technical acumen will be applied to a broad spectrum of technologies, including Windows operating systems, the Microsoft 365 suite, Active Directory/Entra ID for identity and access management, VPN solutions for secure remote access, and various endpoint management tools. You will meticulously manage user accounts, define and enforce permissions, and configure devices to meet client-specific requirements, ensuring a secure and functional IT infrastructure.
• A significant aspect of your role will involve supporting both remote and onsite users, including high-profile executives who require prompt and discreet assistance. You will be adept at diagnosing and resolving issues efficiently, consistently meeting or exceeding defined service level agreements (SLAs). Beyond immediate problem-solving, you will be tasked with performing thorough root cause analysis for recurring incidents, proactively identifying underlying issues to prevent future occurrences and enhance system stability.
• You will play a crucial role in upholding and advancing our service delivery operations, adhering strictly to ITIL best practices. This includes diligently following and supporting established processes for Incident Management, Request Management, and Escalation Management. Your responsibility extends to ensuring that all tickets are accurately prioritized, comprehensively documented, and resolved in a manner that aligns with client expectations and our internal standards.
• Furthermore, you will actively contribute to the enhancement of our service desk workflows and overall support procedures. This involves identifying inefficiencies, proposing innovative solutions, and collaborating with the team to implement improvements. You will also be instrumental in developing and maintaining our knowledge base, creating clear and concise documentation and articles that empower both the support team and end-users, fostering a culture of self-service and shared knowledge.
• Your expertise will be called upon to identify trends in recurring issues, providing valuable insights and recommendations for systemic improvements to our clients and internal teams. You will also support change management activities, ensuring that modifications to client environments are implemented smoothly and with minimal disruption. Your efforts will directly contribute to maintaining high service levels and ensuring exceptional client satisfaction, reinforcing Davis Technology Management's reputation for excellence.
• As a senior member of the team, you will serve as the primary escalation point for complex, high-priority, or critical issues that cannot be resolved by junior engineers. You will be a key participant in major incident response efforts, working collaboratively with infrastructure, engineering, and leadership teams to achieve swift and effective resolution. Your focus will be on maintaining the stability, continuity, and optimal performance of our clients' IT environments.
• Beyond technical responsibilities, you will contribute to the growth and development of the service desk team. This includes mentoring junior service desk engineers, providing guidance, sharing your knowledge, and assisting with their onboarding and training. You will help reinforce our service standards and processes, ensuring consistency and quality across all support interactions. You will also support leadership by managing escalations and assisting with workload distribution, demonstrating your readiness to step into a Lead role when the opportunity arises.
• Providing a professional, responsive, and empathetic support experience is paramount. You will communicate clearly and effectively with both technical and non-technical users, translating complex technical information into understandable terms. Building strong relationships and trust with clients and end-users is essential, ensuring they feel valued and supported. Your ultimate goal is to champion a high-quality service experience that cultivates loyal, satisfied clients – our “RAVING FANS.”

🎯 Requirements

• Minimum of 7 years of progressive IT support or service desk experience, with a significant portion in enterprise environments.
• Proven ability to troubleshoot complex hardware, software, identity management (Active Directory/Entra ID), and cloud platform issues.
• Demonstrated experience operating within and adhering to Service Level Agreements (SLAs) in a fast-paced support environment.
• Strong communication, interpersonal, and customer service skills, with the ability to effectively interact with users of all technical levels.
• Experience supporting Windows, Microsoft 365, VPN technologies, and endpoint management solutions.

🏖️ Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Opportunities for professional development, including training and certifications (e.g., ITIL, Microsoft, CompTIA).
• Generous paid time off (PTO) and holiday schedule.
• 401(k) retirement plan with company match.
• Clear career path with opportunities for advancement into Lead, Managerial, or specialized engineering roles.

Skills & Technologies

Senior

Remote

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Davis Technology Management LLC

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About Davis Technology Management LLC

Davis Technology Management LLC provides IT consulting, managed services, and cybersecurity solutions to small and mid-sized organizations across the United States. Core offerings include network architecture, cloud migration, 24/7 monitoring, data backup, compliance support, and strategic technology planning. The firm acts as an outsourced IT department, aligning technology investments with business objectives while reducing operational risk. Clients span healthcare, legal, manufacturing, and professional services sectors, supported by remote and on-site engineers certified in Microsoft, Cisco, and leading security platforms. Founded in 2013, the company is headquartered in Tucson, Arizona.

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