Senior Help Desk Support

Job Description

Job Description

Please reside in the Portland Maine general area.  This job requires onsite support to our customers.

We are seeking an experienced and customer-focused professional to provide advanced technical support to end users and help maintain a reliable, efficient IT environment. In this role, you will be part of an experienced team where collaboration and knowledge sharing is expected resolve incidents, help improve support processes, service quality and importantly customer satisfaction.

Responsibilities

• Provide Tier 2/Tier 3 support for hardware, software, network, and account-related issues.
• Serve as valued resource for the service desk team and assist with complex troubleshooting.
• Diagnose and resolve incidents related to operating systems, applications, peripherals, and connectivity.
• Manage support tickets from intake through resolution, ensuring timely updates and accurate documentation.
• Support user onboarding and offboarding, including account setup, device preparation, and access management.
• Collaborate with infrastructure, network and server engineers to resolve technical issues and implement solutions.
• Identify recurring issues and recommend process improvements, knowledge base updates, and preventive measures.
• Assist with endpoint management, system updates, patching, and basic administration tasks.
• Communicate technical information clearly and professionally to users of varying technical backgrounds.
• Monitor support trends and contribute to service desk reporting and performance improvements.

Qualifications

• 3+ years of experience in help desk, desktop support, or technical support roles.
• Strong troubleshooting skills across Windows and/or macOS environments.
• Experience supporting Microsoft 365and Google Workplace, email systems, account permissions, and common business applications.
• Familiarity with ticketing systems, remote support tools, and endpoint management platforms.
• Understanding of networking fundamentals such as DNS, DHCP, VPN, and connectivity troubleshooting.
• Excellent communication, customer service, and problem-solving skills.
• Ability to prioritize multiple requests and work effectively in a fast-paced environment.
• Experience documenting solutions and contributing to knowledge base content.
• A valid driver's license and reliable transportation

Preferred Qualifications

• Associate’s degree or equivalent practical experience in IT support.
• Industry certifications such as CompTIA A+, Network+, Microsoft, Google or similar credentials.
• Experience supporting Active Directory, group policies, or identity and access management workflows.
• Exposure to ITIL-based service management practices.
• Experience assisting with device imaging, deployment, and lifecycle management.

What We Offer

• A collaborative environment where your technical expertise and customer service skills make a direct impact.
• Opportunities to expand your knowledge across systems, tools, and technologies.
• The chance to contribute to process improvements and stronger end-user support experiences.
• A professional team culture focused on reliability, responsiveness, and continuous learning.

If you enjoy solving problems, supporting people, and serving as a trusted technical resource, we encourage you to apply.