Senior Service Desk Technician

About the Role
We're looking for a Senior Service Desk Technician to play a key role on our IT team. You'll be responsible for managing escalated service desk tickets, helping fix more advanced technical issues. You'll use your knowledge of computer hardware, software, cloud platforms, and networking to troubleshoot and solve a wide range of issues. In this role, you'll directly handle common support requests, and for more complex problems, you'll have access to in-team specialists and team leads who can help guide solutions. You'll also work to improve how we do things, coach junior technicians, and make sure our IT support stays reliable and efficient. You'll work closely with other teams to ensure our tech tools and services meet the needs of the business. This is a hands-on job where you'll solve problems, make impactful decisions, and help keep everything running smoothly for our employees.
Location: Tampa, Florida (In-Office, 5 days a week)
We hire the best software engineers, but experience in our stack can't hurt: NinjaOne is built on Java, Kotlin, C++, and Postgres, supporting millions of user endpoints and running as a scalable cloud service in AWS. Knowing large-scale datastore bottlenecks, asynchronous application design and client-server architecture will help you.
What You'll be Doing

• Manage escalated support tickets and solve advanced technical issues.
• Troubleshoot and fix problems with hardware, software, cloud tools, and network connections.
• Support employee onboarding by setting up accounts, devices, and access on Day 1.
• Guide and support junior team members by answering questions and sharing knowledge.
• Help improve our IT processes by giving feedback and updating internal documentation.
• Assist with managing IT equipment, including inventory, setup, and replacements.
• Other duties as needed

About You

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 5+ years of IT support or service desk experience, with a strong track record of solving complex issues.
• Utilized ticketing systems like FreshService, Jira Service Desk, Zendesk, or ServiceNow.
• Experience with remote support tools and comfortable helping users across different locations.
• Skills in hardware and software troubleshooting, especially with Windows and macOS.
• Understand IT security basics and know how to keep systems and data safe.
• Communicate clearly and professionally-both in writing and when talking with users.

About Us
NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 20,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.
What You'll Love
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-time work that is hybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work with opportunity for growth and advancement.
Additional Information
This position is NOT eligible for Visa sponsorship.
*Due to operational policies, NinjaOne is unable to hire for this role within the city limits of Chicago. We will consider all qualified candidates who reside outside of the city proper or are willing to self-relocate.
Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to location, market demands, experience, job-related knowledge, and skills. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage and PTO.
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, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
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