Senior Help Desk Technician

Job Description

Job Description

SUMMARY OF RESPONSIBILITIES

A Senior Help Desk Technician bridges the gap between complex technical challenges and end user productivity, serving as a trusted escalation point and hands-on problem solver across both on-site and remote client environments. This role involves diagnosing, troubleshooting, and resolving a wide range of IT issues that effectively address client challenges and deliver measurable day-to-day value.

As a client-facing professional, the Senior Help Desk Technician must maintain a high level of professionalism and communication, translating complex technical issues into clear, actionable guidance for end users and stakeholders. Additionally, this role is responsible for supporting existing client technology environments, identifying recurring issues, inefficiencies, and opportunities for improvement. The technician must be equally comfortable communicating with frontline users and technical teams, ensuring timely resolution and alignment with client expectations.

AREAS OF RESPONSIBILITY

• Serve as the primary escalation point for a team of technicians of varied skillsets and experience.
• Provide on-site and remote support to clients operating Windows and Apple environments.
• Support and administer Microsoft 365 and cloud-based network technologies across multiple client environments.
• Mentor junior technicians and foster continuous learning within the help desk team.

ESSENTIAL FUNCTIONS

• Act as the escalation point for all Tier 1/Tier 2 technical issues that frontline technicians cannot resolve.
• Troubleshoot and resolve complex issues related to Microsoft Windows 10/11, Office products, Microsoft 365 (Admin portal), Azure (Entra), Intune (Endpoint Manager), and macOS.
• Administer user accounts and permissions in Active Directory and Microsoft 365 environments.
• Support network connectivity, email, printers, and a wide variety of productivity and Line of Business applications.
• Collaborate with clients to understand their technical environment and proactively identify potential issues.
• Document resolutions and maintain knowledge base articles for recurring issues.
• Quickly learn to support new productivity and Line of Business applications that clients use to run their businesses.

ESSENTIAL COMPETENCIES

• Adaptability - Adapts to changes in the work environment; able to deal with frequent changes, delays, or unexpected events.
• Analytical - collects and researches data.
• Customer Service - responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Dependability - follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.
• Ethics - treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Interpersonal Skills - focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and trying new things.
• Organizational Support - follows policies and procedures; completes administrative tasks correctly and on time.
• Oral Communication - speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Written Communication - writes clearly and informatively; presents numerical data effectively; able to read and interpret written information.
• Problem Solving - identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Professionalism - approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions.
• Quality - looks for ways to improve and promote quality.
• Quantity - completes work in timely manner; works quickly.
• Teamwork - exhibits objectivity and openness to others' views; contributes to building a positive team spirit; supports everyone's efforts to succeed.
• Technical Skills - shares expertise with others.

EDUCATION AND/OR EXPERIENCE

• Bachelor’s Degree or higher education level preferred.
• 5+ Years’ IT Technical Support experience in Windows and MAC environments.
• Strong understanding of Microsoft Windows 10/11, Office products, Microsoft 365 Admin portal, Azure (Entra), and Intune (Endpoint Manager).
• Proficiency with macOS up to Sonoma (v15).
• Solid foundation in troubleshooting network connectivity, email, printers, and user account permissions.
• Experience working in a Managed Service Provider (MSP) environment preferred.
• Equivalent combination of education and experience.

LICENSE REQUIREMENTS

• Must always maintain a valid driver’s license in good standing and valid insurance in accordance with state law when using personal vehicle.
• Must immediately advise direct supervisors immediately of any deviations of the license or insurance requirements above.

TRAVEL REQUIREMENTS

• This position typically has 20% travel associated with its functions
• Must be able to travel by air, boat, train, and vehicular modes

LANGUAGE SKILLS

• Ability to read and comprehend simple instructions, correspondence, and memos. Ability to write simple correspondence in a manner that is clear and concise. Ability to effectively present information in one-on-one or, small or large group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

• Algebra such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

• Ability to apply a common logic understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with and solve problems involving several variables.

COMPUTER SKILLS

• To perform this job successfully, an individual must demonstrate current knowledge of: Microsoft Windows 10/11; Office 365 suite including Outlook, SharePoint, and Teams (on PC, Mac, and mobile); Microsoft 365 Admin Portal; Azure Active Directory (Entra); Intune (Endpoint Manager); macOS up to Sonoma (v15); and general network troubleshooting tools.

Preferred Current Certifications (within past 3-5 years)

• Windows MDAA - Modern Desktop Administrator Associate (Microsoft 365 Certified)
• Modern Desktop Administrator Associate preferred)
• Apple Certified Support Professional (ACSP)
• Apple Certified Associate - Mac Integration Basics

Pay Range: $32.00 - $40.00 (hourly estimate)