Posting Title: Sr Service Desk Technician
Reports To: Manager, IT Service Desk
Location: San Jose, California
Salary Range: $32.45/hour to $42.31/hour
Final determination of a successful candidate's starting pay will vary based on a number of factors, including market location and may vary depending on job-related knowledge, skills, education and experience. The pay scale listed for this position is generally for candidates that meet the specified qualifications and requirements listed on this specific job description. We provide a competitive compensation package that recognizes your experience, credentials, and education alongside a robust benefits program to meet your needs. Our compensation reflects the cost of labor across several US geographic markets.
WHO WE ARE
For more than 70 years, Cupertino Electric, Inc. (CEI) has been powered by people who've built a reputation for delivering high-profile, complex projects. Real, tangible things that alter the landscape and improve lives. But even more than that, we've built a reputation for integrity. We're problem solvers and innovation seekers. We're team players and safety fanatics. And we always-always-do the right thing. Even when no one is looking. Because what we do here is important, but how we do it is everything.
THE IT TEAM
Our projects may be complex, but our approach is simple: We build great things and we do it with great people. Using well-designed processes and controls, integrating smart and reliable solutions, and providing access to the information needed, our IT Team comprised of seasoned and experienced professionals, enable the success of the organization. We do this while minimizing operational and financial impact.
ABOUT THE ROLE
We are hiring a Senior Service Desk Technician to provide high-quality IT support across hardware, software, and enterprise services using ITIL-aligned processes. This role performs the same core duties as a Service Desk Technician but with increased efficiency, technical depth, and independence. The senior technician demonstrates best practices in ticket handling, knowledge documentation, and SLA adherence while serving as a role model to junior team members.
Provide advanced first-level support for hardware, software, and IT services across offices and field teams.
Troubleshoot a wide range of issues including Windows workstations, printers, mobile devices, and network connectivity.
Fulfill service requests such as new hire setups, account access, and peripheral deployments.
Record, categorize, and prioritize tickets in alignment with ITIL-based Incident and Request Management practices.
Respond to tickets efficiently and ensure resolutions are delivered within defined SLAs.
Document detailed resolution steps and contribute improvements to the internal knowledge base.
Follow defined escalation processes for issues requiring L2 or engineering involvement.
Participate in after-hours support rotation.
Support onboarding of new service desk staff through knowledge sharing and peer guidance.
Skill: As a skilled specialist, completes tasks in resourceful and effective ways.
Job Complexity: Works on assignments requiring considerable judgment and initiative. Understands implications of work and makes recommendations for solutions.
Supervision: Determines methods and procedures on new assignments. May be informal team leader.
ABOUT YOU
Proficient in Microsoft 365, Windows 11, macOS, iOS, Active Directory, and Intune.
Strong working knowledge of computer systems, peripherals, mobile devices, and printers.
Experienced with ITSM platforms such as Freshservice and committed to SLA-based support.
Familiar with ITIL processes including Incident, Request, Change, and Knowledge Management.
Strong analytical, troubleshooting, and documentation skills.
Excellent communication skills and ability to work independently or collaboratively.
Consistently demonstrates initiative, follow-through, and high-quality service delivery.
MINIMUM QUALIFICATIONS
Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.
Education: High School Diploma or GED required. Associate's Degree (AA/AS) or a Bachelor's Degree (BA/BS) in IT, Computer Science, or a related field is preferred.
Licensure/Certifications : ITIL Foundation Certification strongly encouraged. CompTIA A+, Network+, or Microsoft certifications optional.
Experience: 3-5+ years of IT service desk or desktop support experience
*Applicants must be authorized to work in the United States. This position is not eligible for sponsorship.
LI-DM1
PLEASE NOTE: CEI will never ask for any money or financial information from applicants during the hiring process. To learn more about "job scams" how to avoid them, click here. (https://consumer.ftc.gov/articles/job-scams)
CEI is a place where every single person can-and does-have an impact on the work we do and the communities we serve. Here, you can build your own story and grow to your full potential. You can collaborate and celebrate with amazing people. And you'll go home every day knowing you helped contribute to important work that shapes people's lives. Our commercial, data center and energy projects may be complex, but our approach is simple. We build great things and we do it with great people.
The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department, program or project needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
Cupertino Electric, Inc. (CEI) is proud to be an Equal Employment Opportunity and affirmative action employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
Cupertino Electric Inc. aims to make cei.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, please contact us at ceijobs@cei.com or 1-(877)-747-4CEI.
Cupertino Electric, Inc. (CEI) is proud to be an Equal Employment Opportunity and affirmative action employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
