Job Description

Description

IT Senior Help Desk Specialist

Position Overview:

This role is responsible for providing timely, high-quality support to end users by resolving hardware, software and access-related issues in a fast-paced, service-driven environment. This position acts as an escalation point for complex issues, and goes beyond traditional help desk responsibilities, contributing to system administration, automation, security and operational stability across corporate and branch locations.

Ideal candidates bring a strong service-oriented mindset, exceptional problem-solving skills, and advanced technical expertise across a wide range of environments.

Essential Functions of the Role:

• Serve as Tier 1 and 2/3 escalation point from Help Desk Specialists for complex end-user issues
• Troubleshoot advanced issues involving operating systems, applications and network-related issues
• Manage user accounts, permissions, group policies and access controls
• Manage endpoint deployments, configurations and updates
• Support endpoint management (desktops, laptops, mobile devices)
• Ensure timely resolution of tickets in alignment with SLAs
• Maintain documentation for systems, processes and procedures
• Mentor Help Desk Specialists, providing guidance and support
• Participate in system patching, updates and maintenance cycles
• Assist with virtualization and cloud environments (Azure/AWS)
• Assist with the identification and development of process improvements within the Help Desk
• Other duties as assigned.

Classification: Full Time, Non-Exempt 

Essential Knowledge/Skills/Abilities:

• Strong customer service skills
• Exceptional problem-solving skills
• Advanced knowledge of Microsoft Suite (O365, Exchange, Teams, SharePoint, OneDrive, Active Directory, Entra, InTune, etc)
• Strong knowledge of Windows environments and Microsoft 365
• Solid understanding of networking concepts (TCP/IP, DNS, DHCP)
• High attention to detail

Essential Knowledge/Skills/Abilities Cont’d:

• Working knowledge modern ITSM platforms
• Extensive time management and organizational skills
• Ability to work independently and as part of a team

Experience Requirements:

• 4-6 years of Information Technology (IT) Support Experience, including 1-3 years managing escalations with progression into systems and/or infrastructure support
• Exposure to cloud platforms (Azure, AWS, or Google Cloud) required
• Basic scripting experience (PowerShell preferred) required

Education / Licensing Requirements:

• Associate’s degree in Information Technology, Computer Science, or equivalent experience required
• Industry certifications such as CompTIA Network+, Microsoft AZ-900, MS-900, Security+ or similar preferred

Working Conditions:

• Collaborative team environment.
• Requires normal vision (corrected) both close and distant.
• Requires normal hearing levels (corrected).
• Requires working at a desk to use a phone and computer for extended periods of time.
• Requires sitting, bending.
• Works effectively with frequent interruptions.
• Lifting requirements of 15 lbs. occasionally.
• Casual dress code.

• Along with a great culture and competitive pay, full-time employees are eligible to receive additional benefits:
• Medical, dental, and vision insurance
• Short-term and long-term disability
• 401(k) and Roth 401(k) plans and Company match
• Company-provided life insurance
• 8 paid holidays
• AND MORE!

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