Viridien (www.viridiengroup.com) is an advanced technology, digital and Earth data company that pushes the boundaries of science for a more prosperous and sustainable future. With our ingenuity, drive and deep curiosity we discover new insights, innovations, and solutions that efficiently and responsibly resolve complex natural resource, digital, energy transition and infrastructure challenges.
Senior IT Service Desk Specialist
Position Summary:
The Senior IT Service Desk Specialist plays a key role in delivering advanced technical support, resolving escalated issues, mentoring junior staff, and driving continuous improvement within the IT support function. This position also contributes to IT projects that enhance system reliability, user experience, and service delivery. The ideal candidate is experienced in enterprise technologies, project participation, and user-focused service.
Key Responsibilities:
Advanced Technical Support & Escalations
Serve as escalation point for complex IT issues and service requests.
Troubleshoot and resolve issues related to Microsoft 365, Windows 11, Azure AD, Intune, endpoint management, and remote access.
Collaborate with infrastructure, application, and security teams to resolve cross-functional issues.
Operations & Continuous Improvement
Monitor ticket queues and ensure SLA compliance.
Identify recurring issues and implement long-term solutions (automation, documentation, self-service).
Analyze support trends and recommend improvements.
Project Support & Leadership
Contribute to projects such as system upgrades, cloud integration, and endpoint deployments.
Lead small-scale service desk or endpoint management initiatives from planning to execution.
Coordinate with vendors and internal teams to implement new tools and technologies.
Mentoring & Documentation
Mentor junior service desk team members and promote consistent service delivery.
Develop and maintain documentation, knowledge base articles, and SOPs.
Deliver internal training or workshops on tools, systems, and best practices.
Technology & Tools
Administer and support Microsoft 365, Windows 11, Azure AD, Intune.
Utilize SCCM, JAMF, PowerShell, and Power Automate to streamline tasks.
Maintain ITSM platforms such as ServiceNow or Jira for ticketing, workflows, and reporting.
Support and troubleshoot network basics: VLANs, DHCP, DNS.
Stakeholder Engagement & Procurement
Qualifications:
Required:
Bachelor’s degree.
5+ years in IT service desk or technical support roles with increasing responsibility.
Experience resolving escalated support issues and leading support initiatives.
Proficiency in Microsoft 365, Windows 11, Azure AD, Intune, SCCM, JAMF, and endpoint management tools.
Strong troubleshooting and problem-solving skills across enterprise tech environments.
Familiarity with ITSM platforms (ServiceNow, Jira).
Understanding of networking fundamentals (VLANs, DHCP, DNS).
Excellent communication, interpersonal, and customer service skills.
Preferred:
ITIL Foundation certification or equivalent.
Experience in hybrid cloud environments.
Scripting skills (PowerShell, Python, SQL).
Familiarity with reporting and automation tools (Power BI, Power Automate).
PMP certification or project coordination experience.
We see things differently. Diversity fuels our innovation, we value the unique ways in which we differ, and we are committed to equal employment opportunities for all professionals.
