{"id":870822,"url":"https://alion.io/job/davistm-senior-service-desk-engineer","title":"Senior Service Desk Engineer","company":{"id":698519,"name":"Davis Technology Management","domain":"davistm.com","url":"https://alion.io/company/davistm","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":85000,"max":95000,"currency":"USD","period":"year","gross":null,"usd_annual":95000},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-02-25T22:00:16Z","employer_posted_date":"2026-02-25","last_verified_at":"2026-10-29T15:12:49Z","board_verified":true,"closed_at":null,"days_open":245,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":245},"description":"ABOUT US\nDavis Technology Management is a successful technology company in the IT staffing, Technology Consulting and IT Managed Services sector. Our focus is crafting technical and staffing solutions that empower businesses and foster growth. Our foundation is built on a commitment to our Core Values, and a team dedicated to bridging the gap between innovative IT solutions and businesses seeking to navigate the complexities of the digital age.\nAt the heart of everything we do, we’re dedicated to exceeding expectations and creating RAVING FANS both within our internal team and amongst our clients.\nDavis Technology Management\nPosition Overview\nWe are seeking a Senior Service Desk Engineer to provide advanced technical support to enterprise clients and serve as a senior member of the service desk team.\nThis role acts as a technical escalation point, supports service delivery operations, and helps improve support processes. This position is also designed for someone ready to grow into a Lead or Service Delivery role.\nThe ideal candidate has strong troubleshooting skills, experience in enterprise environments, and understands how to operate within an SLA-driven support model.\nKey Responsibilities\nTechnical Support\nProvide Tier II and Tier III support across multiple client environments\nTroubleshoot hardware, software, access, and system issues\nSupport Windows, Microsoft 365, Active Directory / Entra ID, VPN, and endpoint management tools\nManage user accounts, permissions, and device configurations\nSupport remote and onsite users, including executives\nResolve tickets within defined service levels\nPerform root cause analysis to prevent repeat issues\nService Delivery & ITIL Operations\nFollow and support Incident, Request, and Escalation Management processes\nEnsure tickets are properly prioritized, documented, and resolved\nAssist in improving service desk workflows and procedures\nContribute to documentation and knowledge base articles\nIdentify recurring issues and recommend improvements\nSupport change management activities when required\nHelp maintain high service levels and client satisfaction\nEscalations & Operational Support\nAct as escalation point for complex or high-priority issues\nAssist with major incident response and resolution\nWork with infrastructure, engineering, and leadership teams\nHelp maintain stability and continuity across client environments\nTeam & Leadership Support\nMentor junior service desk engineers\nAssist with onboarding and training\nHelp reinforce service standards and processes\nSupport leadership with escalations and workload management\nBe ready to step into a Lead role as needed\nClient Support\nProvide professional, responsive support\nCommunicate clearly with technical and non-technical users\nBuild trust with clients and end users\nSupport a high-quality service experience\nRequired Qualifications\n7+ years of IT support or service desk experience\nExperience supporting enterprise environments\nStrong troubleshooting skills across endpoints, identity, and cloud platforms\nExperience working in SLA-driven support environments\nStrong communication and customer service skills\nAbility to work independently and take ownership\nService Delivery & ITIL Experience (Preferred)\nExperience working in ITIL-based environments\nUnderstanding of:\n- Incident Management\n- Request Management\n- Escalation Management\n- Change Management\nExperience in managed services environments preferred\nExperience improving processes or documentation preferred\nPreferred Certifications\nITIL Foundation (preferred)\nMicrosoft Certifications\nCompTIA A+, Network+, or Security+\nKey Competencies\nAdvanced troubleshooting\nService delivery mindset\nITIL awareness\nLeadership potential\nStrong communication\nOwnership and accountability\nCareer Path\nThis role can grow into:\nService Desk Lead\nService Delivery Lead\nService Delivery 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