Senior Enterprise Service Desk Technician

SGP Recruiting provides both operations and strategic support to Tribal 8(a) and commercial organizations. Our client is a CVE-verified Veteran-Owned Small Business (VOSB) and a proud ISO 9001:2015 certified organization specializing in systems integration and enterprise management solutions. As a trusted GSA MAS contract holder, they deliver mission-critical telecommunications, network infrastructure, and IT services to Federal, State, and Local Government agencies, the U.S. Military, and private-sector clients.

They are seeking a motivated, career and customer-oriented Senior Enterprise Service Desk Technician in Doral, FL. Possible other locations for this position: Key West, Newport (FL), and Naval Station Guantánamo Bay (NSGB). Join a team dedicated to Meeting today’s mission demands requires more than just technology — it requires the right people, the right expertise, and the right partners working together with precision and purpose. Propel your career forward and be part of something extraordinary.

Salary Range - $70 – 77K Annually.

Employment - Full time

Worksite Type - Onsite

Security Clearance Required – Secret

Responsibilities include but are not limited to:

· Serve as a primary escalation point, offering advanced mentorship, technical guidance, and leadership to mid and junior technicians in resolving complex incidents.

· Possess extensive and specialized knowledge of enterprise systems and applications, often leading in a specific technical area, and proactively identify and resolve potential systemic problems to minimize disruptions.

· Lead the development and maintenance of comprehensive knowledgebase articles, advanced troubleshooting guides, and specialized training materials.

· Lead and manage small-to-medium-sized projects and initiatives focused on improving Enterprise Service Desk processes through efficiency and innovation.

· Conduct in-depth trend analysis of support requests, identify recurring issues, and recommend strategic solutions to enhance service delivery, including developing and presenting detailed performance reports.

· Demonstrate exceptional communication, interpersonal, and leadership skills to build strong relationships, and stay current with the latest technologies and industry best practices to recommend new tools and methodologies.

Minimum Qualifications:

· HS diploma: a candidate holding a relevant bachelor’s degree may be granted 2 years’ experience credit for education.

· 7+ years of experience with 5+ years of position-specific relevant experience.

· Deep understanding of operating systems (e.g., Windows, macOS, Linux).

· Expertise in troubleshooting hardware, software, and network problems and proficiency in using remote support tools and ticketing systems.

· Knowledge of ITIL-informed processes and best practices.

· Experience with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services).

Desired Qualifications:

· Bachelor’s degree in information technology, computer science, or a related field.

· Knowledge of ITSM tools such as ServiceNow and Jira.

· Experience with scripting or automation tools.

· ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A+, Network+, Security+, ITIL Foundation).

· Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM).

Our client provides a variety of benefits including company-paid health, dental & vision insurance coverage, as well as additional employee-paid health insurance options; company-paid life and disability insurance; 401k retirement savings plan with employer match; 10 company paid holidays per year, and paid time off.

Our client also considers all qualified applicants for employment without regard to disability or veteran status or any other status protected under any federal, state, or local law or regulation.