Senior Service Desk Technician

Senior Service Desk Technician

With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed, and flexibility.

We are looking for a Senior Service Desk Technician to join our Service Desk team within our Corporate IT organization. Your job will be to provide advanced technical support for end users, ensuring smooth operation of laptops, desktops, printers, and related systems. You will also serve as an escalation point for complex issues while mentoring junior technicians.

The IT Service Desk team is part of the Corporate IT organization which is responsible for providing reliable, secure, and efficient technology services to employees across the company. Our team supports a wide range of hardware and software platforms while ensuring users can focus on delivering innovative solutions.

What You’ll Do:

• Provide support for laptops, desktops, printers, and peripheral devices.
• Serve as an escalation point for complex technical issues from other service desk team members.
• Troubleshoot and support Windows, MacOs, and Linux operating systems.
• Manage and resolve service tickets using Jira Service Desk while maintaining accurate documentation.
• Support and administer Microsoft Intune, Microsoft Office, and Google Workspace environments.
• Utilize and monitor security tools including Zscaler, Microsoft Defender, SentinelOne, and N-Able N-Central.
• Assist with asset management, process improvement, and creating/updating knowledge base documentation.
• Collaborate with cross-functional teams to drive IT service enhancements and projects.

What You’ll Need:

• Minimum of 5 years of experience in IT support, including advanced troubleshooting of Windows, MacOs, and Linux systems.
• Proven experience delivering excellent customer service and working as part of a collaborative IT team.
• Strong hands-on knowledge of Microsoft Intune, Microsoft Office, and Google Workspace.
• Experience supporting and managing security tools such as Zscaler, Microsoft Defender, SentinelOne, Absolute, JAMF, Kanban, and N-Able N-Central.
• Practical experience with Jira Service Desk for ticketing and workflow management.
• Knowledge of asset management processes, documentation standards, and IT process improvement.
• Strong communication skills and the ability to explain technical issues clearly to non-technical users.
• Bachelor's degree in information technology or related field preferred or equivalent experience.

Our environment:

• Up to 10% of travel may be required. Employees must have a valid driver's license and the ability to drive and/or fly to client and other customer locations.
• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.

Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. Symbotic reinvents the warehouse as a strategic asset for the world's largest retail, wholesale, and food & beverage companies. Applying next-gen technology, high-density storage, and machine learning to solve today's complex distribution challenges, Symbotic enables companies to move goods with unmatched speed, agility, accuracy, and efficiency. As the backbone of commerce the Symbotic platform transforms the flow of goods and the economics of supply chain for its customers.

We are a community of innovators, collaborators, and pioneers who embrace our differences, because we know unique perspectives make us stronger and smarter. Every perspective matters. We depend on the collective voices of our employees, customers, and community to help guide us as we build a better place to work – for you and the world. That's why we're proud to be an equal opportunity employer.

We do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.