Senior Helpdesk Support Specialist

Overview The Senior Helpdesk Support Specialist is responsible for providing high-level technical support and ensuring the efficient resolution of complex user issues. This role involves mentoring junior staff, optimizing support processes, and maintaining high levels of customer satisfaction. The ideal candidate will have extensive experience in IT support, excellent communication skills, and a passion for helping others navigate technological challenges. Responsibilities Provide advanced technical support to end-users via various channels Monitor and prioritize incoming service requests in the ticketing system Diagnose and troubleshoot hardware and software issues promptly Assist in the implementation of IT projects and system upgrades Mentor junior support staff and provide training on best practices Document technical procedures and update user guides as necessary Collaborate with IT teams to resolve systemic issues and improve service delivery Maintain an updated knowledge base of frequently reported issues and solutions Minimum Requirements Bachelor\'s degree in Computer Science, Information Technology, or related field 5+ years of experience in a technical support role Proven track record of diagnosing and resolving complex issues Strong understanding of IT service management frameworks Preferred Requirements Certifications such as CompTIA A+, Network+, or ITIL Experience in a leadership or supervisory role Knowledge of scripting languages (e.g., PowerShell, Python) Familiarity with cloud services and virtualization technologies #J-18808-Ljbffr UNIS