Senior Help Desk /Technical Support

Position Overview

The Senior Helpdesk Technician serves as the technical lead and assists in the oversight of helpdesk operations. This role provides advanced troubleshooting for workstations, applications, MAC and Microsoft-based environments while managing tickets in Freshservice.

The position assists the IT Manager with SLA compliance, reporting, security, documentation, and process improvement initiatives. The technician is responsible for tracking and resolving incidents in a timely manner while contributing to knowledge management and executing operational tasks and projects with minimal supervision.

Responsibilities

Resolve complex technical issues.

Support users across multiple channels.

Provide remote jobsite support.

Assist with network rack setup.

Coordinate with vendors.

Track and resolve incidents in a timely manner.

Contribute to knowledge management and execute operational tasks and projects with minimal supervision.

Reports to: IT Manager

Requirements

Required Education: HS Diploma

Required Experience: Minimum 5 years of Helpdesk or IT support experience (including internship or student work)

Preferred Education and Experience:

A+ Certification

Technical project lead experience

Degree in Computer Science or related program

Knowledge, Skills, and Abilities

Strong organizational, communication, interpersonal, and analytical skills.

Excellent customer service skills with strong attention to detail.

Provide end‑user and guest support for conference rooms.

Ability to prioritize competing work and project requests.

Ability to communicate clearly and effectively with co‑workers at a wide range of technological skill levels.

Ability to work effectively and collaboratively with other team members.

Strong problem‑solving skills including the ability to research possible solutions.

Research and implement new IT technologies that leverage automation and AI.

Security Clearance

Must be a U.S. citizen.

Must be able to obtain clearance access to jobsites.

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