Senior Service Desk Technician Executive Support

• Acts as the primary technical escalation point for complex incidents and service requests from L1 Service Desk Technicians.
• Responsible for identifying prioritizing and confirming problem resolutions for recurring issues (Problem Management).
• Mentors coaches and provides on-the-job training to junior Service Desk staff acting as a technical lead and quality check.
• Builds and maintains in-depth technical knowledge of end-user systems to effectively resolve L2 issues (e.g. advanced GPO Intune or registry troubleshooting).
• Analyzes ticket data and trends to identify systemic issues knowledge gaps and opportunities for process improvement or automation.
• Manages and curates the Service Desk knowledge base ensuring all technical documentation is accurate up-to-date and easy to understand.
• Assists the Service Desk Manager with reporting metrics analysis and quality assurance checks on tickets.
• Coordinates with L2/L3 teams (Infrastructure Desktop Network etc.) during major incidents acting as a communication liaison to the Service Desk.
• Performs on-call duties on a rotation basis for after-hours escalations.
• Maintains a thorough understanding of ITIL principles (Incident Problem Change Knowledge) and applies them to daily work.
• Presents recommendations for service improvements to management in a structured and understandable manner.

• Serves as the dedicated onsite IT technician and primary point of contact for the Applied Systems Chicago Fulton Market office supporting our executive-level users.
• Independently manage a complex onsite environment while building and maintaining strong relationships with the office and building property management contacts and assisting with facilities-related IT matters and vendor coordination.
• Manage a full spectrum of IT support needs for the Chicago office population providing hands-on support across all hardware software network and access control needs.
• Maintain IT hardware inventory for provisioning/shipping for break-fix needs as well as arranging hardware recovery.

• Minimum of 3-5 years of experience in an enterprise Service Desk environment.
• Proven experience acting as a team lead senior technician or primary escalation point.
• Strong technical knowledge of Windows macOS Active Directory Azure AD GPOs and endpoint management tools (e.g. Intune Kandji).
• Significant experience with IT Service Management (ITSM) platforms including reporting and dashboarding.
• Strong understanding of the ITIL framework particularly Incident Problem and Knowledge Management.
• Keen attention to detail with strong analytical trend-analysis and problem-solving abilities.
• Ability to effectively prioritize and execute tasks under stress.
• Strong written and oral communication skills with a proven ability to mentor and guide junior team members.
• BS Degree or Equivalent experience

• ITIL Foundations CompTIA A+ and/or Security+ strongly preferred.
• Microsoft 365 Certified: Endpoint Administrator Associate is a plus

• Medical Dental and Vision Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday

What We Do

Transforming the insurance industry is ambitious we know. That’s why at Applied we’re building a team that shows up every day ready to learn willing to try new things and driven to deliver innovative software and services that make us indispensable to our customers – all within a culture built on values that make us indispensable to each other too. At Applied we have a mission and a vision that guide us values that anchor us and a determination to achieve that propels us forward. We push the boundaries of innovation to solve the biggest challenges in insurance – helping us earn the title of indispensable partner from our customers. Our teammates show up as they are creating an authentic environment that fosters collaboration curiosity and connections – and one that doesn’t waste time on the unnecessary confines of corporate bureaucracy or hierarchy. No matter the role or title you have a voice at the table space to work hard and achieve and unending opportunities to be a great teammate.

Why Work With Us

Our commitment to you is simple: when you bring your best we promise you a place where amazing career moments are made possible.

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