Position Summary

Emagine IT is seeking a Senior Service Desk Technician to work alongside junior system administrators. The ideal applicant is capable of advanced troubleshooting and Tier III coordination, and deliver white-glove executive support, deskside operations, and incident coordination on-site without reliance on remote dispatch. The Senior Service Desk Technician maintains SLA parity with the federal government client's Headquarters and feeds multi-site ticket volume into ServiceNow KPI rollups.

Key Responsibilities / Essential Functions

• Serve as the on-site senior technical presence, providing advanced troubleshooting and Tier III coordination for issues beyond standard Tier I/II scope.
• Deliver white-glove VIP and executive support, including conference-room A/V support, rapid response, discretion, and proactive follow-through, adhering to ServiceNow ticketing requirements.
• Provide escort and incident coordination as authorized and coordinate with facilities/security for on-site access and after-hours needs.
• Perform deskside support: break/fix, device setup, peripherals support, and hands-on troubleshooting that cannot be completed remotely; maintain local stock of standard peripherals and coordinate swap devices.
• Support LAN closet access coordination for basic connectivity troubleshooting in collaboration with Network Operations.
• Provide Microsoft 365 support (Outlook/Exchange Online, Teams, OneDrive, SharePoint), endpoint troubleshooting (Windows/iOS), and remote-access support.
• Perform account access, password reset, and MFA triage in coordination with IAM (Azure AD/Entra ID + Okta) and Zero Trust/Conditional Access procedures; validate user identity before account actions.
• Meet Service Desk SLAs with complete, accurate ServiceNow ticket documentation and user-confirmed closure.
• Support user onboarding/offboarding, Major Incident response, and knowledge-base article creation to drive first-contact resolution and shift-left.

Required Qualifications

• Education: Associate's or Bachelor's degree in IT or a related field, or equivalent technical experience/certifications.
• Experience: Four (4)+ years of senior desktop/service-desk or deskside support, including advanced endpoint and Microsoft 365 troubleshooting; experience supporting VIP/executive users.
• Technical depth: Skills approaching a junior system administrator - Active Directory/Entra ID account operations, endpoint management, and cross-domain coordination with network and infrastructure teams.
• Tools: ServiceNow ITSM; Microsoft 365; BeyondTrust (Bomgar) remote support; familiarity with Zscaler, NAC, and Conditional Access from an end-user support perspective.
• Clearance & citizenship: Ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation (Service Desk personnel, all tiers). U.S. citizenship is required for this project by the client. All personnel must satisfy the government client's suitability and background-investigation requirements before receiving physical or logical access to facilities or systems.

Preferred Qualifications

• CompTIA A+ and/or Network+; Microsoft 365 Certified: Modern Desktop Administrator or equivalent.
• ITIL v4 Foundation certification.
• Experience with conference-room/AV support and executive white-glove service in a federal setting.
• Familiarity with ClassNet or classified-terminal escort procedures.

Benefits

This position is eligible for Emagine IT's benefits package, which includes medical, dental, and vision insurance; a 401(k) with company match; paid time off and holidays; and professional development and certification support.

Work Location

This position is 100% on-site at a client office in New York, NY.

Physical Requirements

This position involves regular on-site deskside support, mobility throughout client facilities, and direct in-person interaction with executive and VIP users. The physical demands described here are representative of those an employee must be able to meet, with or without reasonable accommodation, to perform the essential functions of this role.

• Ability to move throughout office floors, conference rooms, and facility areas for extended periods, including responding promptly to on-site support requests and providing in-person escort as authorized.
• Ability to remain in a stationary position and operate a computer for extended periods when performing ticket documentation, remote troubleshooting, and administrative tasks.
• Ability to perform hands-on deskside support, including connecting, configuring, and troubleshooting computers, peripherals, and conference-room A/V equipment, requiring bending, reaching, and manual dexterity.
• Ability to occasionally lift and/or move IT equipment and peripherals weighing up to 30 pounds (e.g., laptops, monitors, loaner devices, A/V equipment).
• Ability to access LAN closets and similar restricted or confined spaces to support basic connectivity troubleshooting.
• Ability to communicate effectively, discreetly, and professionally in person, by phone, and in writing with end users, executives, and government stakeholders.
• Ability to respond on-site promptly to incidents and after-hours requests as needed, including Major Incident response.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this role. Applicants who require accommodation during the application or interview process should contact [redacted] to request one.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.