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About the Role

Emagine IT is seeking a Senior Service Desk Technician to provide advanced troubleshooting, Tier III coordination, and white-glove executive support on-site. This role involves deskside operations, incident coordination, and maintaining Service Level Agreements (SLAs) for a federal government client.

Responsibilities

• Serve as the on-site senior technical presence, providing advanced troubleshooting and Tier III coordination for issues beyond standard Tier I/II scope.
• Deliver white-glove VIP and executive support, including conference-room A/V support, rapid response, discretion, and proactive follow-through, adhering to ServiceNow ticketing requirements.
• Provide escort and incident coordination as authorized and coordinate with facilities/security for on-site access and after-hours needs.
• Perform deskside support: break/fix, device setup, peripherals support, and hands-on troubleshooting that cannot be completed remotely; maintain local stock of standard peripherals and coordinate swap devices.
• Support LAN closet access coordination for basic connectivity troubleshooting in collaboration with Network Operations.
• Provide Microsoft 365 support (Outlook/Exchange Online, Teams, OneDrive, SharePoint), endpoint troubleshooting (Windows/iOS), and remote-access support.
• Perform account access, password reset, and MFA triage in coordination with IAM (Azure AD/Entra ID + Okta) and Zero Trust/Conditional Access procedures; validate user identity before account actions.
• Meet Service Desk SLAs with complete, accurate ServiceNow ticket documentation and user-confirmed closure.
• Support user onboarding/offboarding, Major Incident response, and knowledge-base article creation to drive first-contact resolution and shift-left.

Requirements

• Associate's or Bachelor's degree in IT or a related field, or equivalent technical experience/certifications.
• Four (4)+ years of senior desktop/service-desk or deskside support, including advanced endpoint and Microsoft 365 troubleshooting; experience supporting VIP/executive users.
• Skills approaching a junior system administrator - Active Directory/Entra ID account operations, endpoint management, and cross-domain coordination with network and infrastructure teams.
• ServiceNow ITSM; Microsoft 365; BeyondTrust (Bomgar) remote support; familiarity with Zscaler, NAC, and Conditional Access from an end-user support perspective.
• Ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation.
• U.S. citizenship is required for this project by the client.
• All personnel must satisfy the government client’s suitability and background-investigation requirements before receiving physical or logical access to facilities or systems.

Skills

• Advanced troubleshooting
• Tier III coordination
• White-glove executive support
• Deskside operations
• Incident coordination
• Microsoft 365 support
• Endpoint troubleshooting
• Remote-access support
• Account access
• Password reset
• MFA triage
• ServiceNow ticketing
• Conference-room A/V support
• Active Directory/Entra ID account operations
• Endpoint management
• Cross-domain coordination
• BeyondTrust (Bomgar) remote support
• Zscaler
• NAC
• Conditional Access

Location

• New York, NY

Work Type

• On-site

Experience Level

• Senior

Education Level

• Associate's degree
• Bachelor's degree
• Equivalent technical experience/certifications

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) with company match
• Paid time off and holidays
• Professional development and certification support

About the Company

• Emagine IT is an information technology consulting services company that specializes in delivering technology solutions.
• Our reputation reflects the high quality of the talented Emagine IT team and the consultants working in partnership with our customers.
• Our mission is to understand and meet the needs of both our customers and consultants by delivering quality, value-added solutions.
• Our solutions are designed and managed to not only reduce costs, but to improve business processes, accelerate response time, improve services to end users, and give our customers a competitive edge, now and into the future.

Equal Opportunity

• Emagine IT is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or protected veteran status, or any other characteristic protected by applicable federal, state, or local law.