Service Desk Engineer
US$85,000 – US$95,000 / yr base salary
Posted 25 Feb 2026
Advertised as “Senior Service Desk Engineer”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 7+ yrs
- Management level
- People management
- Employment
- On-Site
- Contract
- Full-time
| Base salary | US$85,000 – US$95,000 / yr |
|---|
CertificationsITIL Foundation
ABOUT US
Davis 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.
At 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.
Davis Technology Management
Position Overview
We 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.
This 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.
The ideal candidate has strong troubleshooting skills, experience in enterprise environments, and understands how to operate within an SLA-driven support model.
Key Responsibilities
Technical Support
• Provide Tier II and Tier III support across multiple client environments
• Troubleshoot hardware, software, access, and system issues
• Support Windows, Microsoft 365, Active Directory / Entra ID, VPN, and endpoint management tools
• Manage user accounts, permissions, and device configurations
• Support remote and onsite users, including executives
• Resolve tickets within defined service levels
• Perform root cause analysis to prevent repeat issues
Service Delivery & ITIL Operations
• Follow and support Incident, Request, and Escalation Management processes
• Ensure tickets are properly prioritized, documented, and resolved
• Assist in improving service desk workflows and procedures
• Contribute to documentation and knowledge base articles
• Identify recurring issues and recommend improvements
• Support change management activities when required
• Help maintain high service levels and client satisfaction
Escalations & Operational Support
• Act as escalation point for complex or high-priority issues
• Assist with major incident response and resolution
• Work with infrastructure, engineering, and leadership teams