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Sr. Service Desk Support Technician - REMOTE Cincinnati area

Connection
United States, Ohio
Sep 07, 2025
Sr. Service Desk Support Technician - REMOTE Cincinnati area Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation. Remote, OH CONNECTION At Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers’ IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we’re a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose. https://www.connection.com/ keywords: position summary,position details,support,technical,performance,experience,skills,preferred Full Time $34.00/Hr. - $35.00/Hr. Overview: Connection has a fantastic opportunity through our Technical Staffing division for a Senior Desktop Support Technician II. This is a 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. 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. Entity of type com.vizirecruiter.common.domain.model.Label with id: 484 Requirements: 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.