Sr. Service Desk Support Technician - REMOTE Cleveland area - PC Connection : Job Details

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 1staff, 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...Support Technician, Service Desk, Technician, Remote, Service, Support, Technology